Job Listing
Company
Anonymous
Industry
Outsourcing/Offshoring
Location
Selangor
Company Description
Our Client is an established company with diverse business interests which include:- • Business Process Outsourcing • Contact Center Establishment and Management • Human Resource Services • IT Management & Services The company is led by a strong team with more than 14 years of experience in setting up IT Management & Services, Contact Centers and Human Resources Management. It is currently expanding its operations and ramping up its hiring activities to support a major MNC that has outsourced its Marketing and Customer Service operations to the company.VIP Account Manager - Host x 5
Anonymous
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Selangor |
| Special Requirements: |
Rewards
| Posting Date: | 01-09-2019 |
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| Expiry Date: | 05-31-2019 |
JOB DESCRIPTION
Summary:
The VIP Account Manager – Host is responsible for increasing the lifetime value of our most valuable players by offering an enhanced, proactive, one-stop service.
Responsibilities:
· Build strong and trusting relationships with valuable players and provide the highest standard of service and experiences tailored to them, across their favourite products
· Monitor individual player performance and ensure that rewards are tailored to each individual customer in accordance with business requirements
· Handle player’s day-to-day, end-to-end queries and complaints, liaising with relevant department and stakeholders (including out of hours when necessary), to provide the VIP with personal and 'competition beating’ service
· Develop a proactive communications strategy incorporating customer’s communication preference.
· Build a clear profile of players and behaviours and communicate risk when necessary to ensure our business risks are mitigated
· Analyze and report weekly/monthly on player’s performance and activities while formulating a coherent and well thought out action plans to achieve relevant targets.
· Understand and report on characteristics of the VIP segment of members
- Capture and record VIP feedback and insight, regularly cycling valuable knowledge back to manager and stakeholders on a regular basis
- Provide superior service via e-mail, live chat, or any kind as a receiver and caller to certain VIP player group
- Exhibit Subject Matter Expertise on our Products in Player interactions, intra- and interdepartmental meetings and knowledge check assessments.
Requirements:
· Excellent communication skills demonstrated through phone calls, emails, meetings, and presentations at all levels of the organization
· Understanding of VIP Players and the customer-centric service they want and deserve while balancing best for business practices
· Ability to work under pressure with excellent organizational skills
· Excellent verbal and written Mandarin and English communication skills is desired.
· Demonstrate analytical and problem-solving skills.
Education and Experience:
· 5+ years of experience in account management, sales or customer service.
· Formal training in Advanced Sales, Communications, Hospitality or equivalent.