Junior VIP Account Manager
Brazino777 Global
Fecha: hace 1 hora
ciudad: Montevideo, Montevideo
Tipo de contrato: Tiempo completo
About The Role
Join our new in-house Customer Service operation to support users across LATAM by telephone, chat and email.
Key Responsibilities
Operate in a high-performance, data-driven environment with coaching and QA calibrations. High performers can progress to Senior Agent, Quality, Training or Team Lead roles.
Join our new in-house Customer Service operation to support users across LATAM by telephone, chat and email.
Key Responsibilities
- Manage, retain, and support VIP players within an assigned portfolio, operating under the guidance of senior VIP Account Managers.
- Conduct outreach via calls and email according to defined engagement cadences.
- Apply upsell and reactivation strategies to grow player value and re-engage inactive clients.
- Trigger promotional campaigns and track tier upgrades within the assigned portfolio.
- Monitor gameplay activity and escalate critical or high-risk cases to the VIP Account Manager.
- Ensure tactical execution of planned actions including segmentations, event responses, and campaign activations.
- Participate in weekly alignment meetings with the VIP team.
- Log and maintain accurate records of client interactions and engagement status in CRM systems.
- Service Level and schedule adherence to interval plans.
- Average Handle Time (AHT) and After-Contact Work (ACW) within target while maintaining accuracy.
- Active users, reactivation rate, and QA score per campaign standards.
- Contacts per day, per week, and call success rate.
- Compliance with data-privacy, security and consumer-protection controls.
- Minimum 1 year of experience in iGaming, or 2 years of total professional experience.
- At least 6 months of experience as an Account Manager or in a Sales team.
- Demonstrated understanding of upsell and reactivation strategies, with hands-on experience managing a portfolio or client base.
- Clear and engaging communication skills, both written and verbal, across outreach channels including WhatsApp, phone, and email.
- Strong organizational skills with the ability to manage a portfolio of accounts while maintaining consistent service quality.
- Attention to detail in monitoring player behavior and identifying escalation, upsell, or reactivation scenarios.
- Familiarity with CRM and reporting tools such as Optimove, Salesforce, or internal dashboards.
- Fluent in English and Spanish; Portuguese is an advantage.
- Willingness to work rotating shifts and occasional weekends to support VIP operations.
- Rotational shifts including nights/weekends/Peruvian holidays to support a 24/7 operation; overtime or additional coverage may be required during peak events.
Operate in a high-performance, data-driven environment with coaching and QA calibrations. High performers can progress to Senior Agent, Quality, Training or Team Lead roles.
Cómo postularme
Para solicitar este empleo, debe autorizarse en nuestro sitio web. Si aún no tiene una cuenta, regístrese.
Publicar un currículum