VIP Account Manager / VBET
VBET is seeking a VIP Account Manager to implement and monitor the processing of inquiries and applications addressed to the department. The role involves assisting in managing an assigned portfolio of VIP customers by ensuring timely and effective communication across multiple channels. The successful candidate will build trust and foster long-term relationships with VIP customers by ensuring high levels of engagement, satisfaction, and retention.
This position requires identifying and addressing VIP customers' needs to enhance their engagement and interest in the organisation’s products and services. The role also involves extracting data on VIP customer behaviour, preferences, and gaming habits to provide relevant promotional offers and incentives. Proactive identification of technical and software issues and implementation of customer retention strategies are key.
The VIP Account Manager will monitor VIP customer activity and respond promptly to any concerns, issues, or inquiries. Identifying sales opportunities by promoting relevant products, exclusive events, and personalised bonus offers is also part of the role. Collaboration with CRM and marketing teams to develop personalised approaches for VIP customers, provide bonuses, and resolve technical issues is essential.
Collecting and analysing customer feedback to enhance VIP services and overall satisfaction is required. The role involves generating regular reports on VIP customer service trends, emerging issues, and key metrics to drive tactical solutions. Utilising data-driven insights to optimise customer service is crucial.
The VIP Account Manager will work closely with customer support, fraud, risk, and payments teams to ensure a seamless gaming experience for VIP customers. Collaboration with customer support and responsible gaming teams to ensure compliance with regulatory and ethical standards is also a responsibility. The role requires willingness to travel for business purposes.
- Implement and monitor the processing of inquiries and applications addressed to the department.
- Assist in managing an assigned portfolio of VIP customers by ensuring timely and effective communication across multiple channels (phone, email).
- Build trust and foster long-term relationships with VIP customers by ensuring high levels of engagement, satisfaction, and retention.
- Identifying and addressing VIP customers needs to enhance their engagement and interest in the organisation’s products and services.
- Extract data on VIP customer behaviour, preferences, and gaming habits to provide relevant promotional offers and incentives.
- Proactively identify technical and software issues and implement customer retention strategies to maintain engagement.
- Monitor VIP customer activity and respond promptly to any concerns, issues, or inquiries.
- Identify sales opportunities by promoting relevant products, exclusive events, and personalised bonus offers.
- Collaborate with CRM and marketing teams to develop personalised approaches for VIP customers, provide bonuses, and resolve technical issues.
- Collect and analyse customer feedback to enhance VIP services and overall satisfaction.
- Generate regular reports on VIP customer service trends, emerging issues, and key metrics to drive tactical solutions.
- Utilise data-driven insights to optimise customer service.
- Work closely with customer support, fraud, risk, and payments teams to ensure a seamless gaming experience for VIP customers.
- Collaborate with customer support and responsible gaming teams to ensure compliance with regulatory and ethical standards.
- Be willing to travel for business purposes.
- Fluent and proficient in the native language Armenian (required).
- Experience in customer service, sales, or account management (required).
- General understanding and knowledge of iGaming, sports betting, or casino operations (required).
- Proficient in Microsoft Office Suite (Excel, Word) and Google Drive for tracking metrics and monitoring data (required).
- Strong verbal and written communication skills, with the ability to engage clients professionally, confidently, and adapt styles based on the situation (required).
- Strong team player who remains calm and professional in stressful situations while collaborating effectively with colleagues (required).
- Active listening and empathy to understand client needs, recognise emotions, address concerns, and build trust (required).
- Excellent multitasking and organisational skills with the ability to manage multiple tasks efficiently in a fast-paced environment (required).
- Jira for opening, processing, and monitoring requests (required).
- Competitive experience-based salary.
- Coverage for the employee and family health insurance.
- Upskilling and reskilling trainings.
- Social events, corporate parties.
- 4 day offs in a year.
- Transportation.
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.