About YSI

Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. Our commitment to excellence and creativity sets us apart in the market.

We seek exceptional, talented individuals who aim for excellence. With offices in Gibraltar, Antigua, and bases in Malta and the Philippines, plus a global remote team, we welcome motivated people capable of building and scaling business functions.

Job Purpose

The VIP Host is responsible for delivering exceptional VIP service to our distinguished VIP clientele. Through various communication channels, the VIP Host enhances customer satisfaction, encourages loyalty, and contributes to revenue growth. This role involves proactive engagement with VIP customers, supporting Account Managers, providing feedback for campaign improvement, and meeting productivity and quality targets.

Working Conditions & Compensation

• The role requires flexibility to work on shifts
• Salary: 3,733 XCD per month

Areas of Responsibility

• VIP Customer Communication: Engage with VIP customers via phone calls, emails, and social media to deliver personalised and proactive service. Respond promptly to VIP inquiries, requests, and concerns, ensuring a high level of customer satisfaction. Initiate contact with VIP players to enhance their overall experience and increase their lifetime value.
• Support to Account Managers: Assist Account Managers in their daily activities, such as reaching out to promotion winners and acknowledging VIP birthdays. Collaborate with Account Managers to ensure seamless communication and coordination in providing top-notch VIP services.
• Feedback and Campaign Enhancement: Act as a liaison figure between VIP customers and the Retention/Marketing Department. Provide valuable feedback from VIP interactions to contribute to the improvement of existing VIP campaigns and the development of new ones. Collaborate with relevant departments to implement campaigns that align with VIP feedback and preferences.
• Proactive Retention Activities: Undertake proactive measures to retain VIP customers and increase Company revenues. Collaborate with the team to identify specific segments of VIP customers for targeted communication aimed at revenue growth.
• Performance Targets: Meet weekly, monthly, and quarterly productivity, quality, and Service Level Agreement (SLA) targets. Demonstrate a consistent commitment to delivering exceptional service while adhering to set performance metrics.
• Adherence to Policies and Procedures: Operate in accordance with company policies and procedures to ensure a consistent and standardised approach to VIP customer service. Uphold ethical standards and maintain confidentiality in all interactions with VIP customers.

Requirements

• Proven experience in customer service, particularly in serving VIP or high-value customers.
• Excellent verbal and written communication skills.
• Proficiency in using communication platforms such as phone systems, email clients, and chat applications.
• Strong interpersonal skills and the ability to build rapport with VIP customers.
• Detail-oriented with the ability to manage multiple tasks and priorities effectively.
• Problem-solving skills to address VIP concerns and requests in a timely manner.
• Flexibility to adapt to changing situations and customer needs.
• Basic knowledge of the gaming industry and VIP player preferences (preferred but not required).
• Ability to work independently as well as part of a team.
• High level of professionalism and customer-centric attitude.

Benefits

• Competitive salary
• Commissions based on revenue
• Private Health Insurance
• Training & Opportunities for professional development
• 27 vacation days, including public holidays
• Dynamic and collaborative work environment