VIP Personal Host - Sunbet

Full job description

Job Purpose:

The VIP Host role in Sun Bet is responsible for implementing the VIP customer program and is the point of contact for VIP customers. The role needs to build and retain relationships with Sun Bet’s VIP customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations.

Education:

Grade 12

Experience:

Minimum 3 years’ experience in a customer service, a contact centre or sales environment

Experience dealing with high end and VIP customers is an advantage

Having an interest and experience in sports is preferred

Skills and Knowledge:

Problem Solving

Collecting Information (listening; asking questions)

Team co-operation

Dealing with Customers

Checking (accuracy in the handling and recording of transactions)

Emotional resilience

Building & Developing relationships

Influencing

Selling

Conflict handling skills

Energetic positive individual with great interpersonal skills and an ability to handle confidentiality

Sports and sports betting Industry knowledge

Sun Bet product knowledge

Written and verbal communication skills

Proficient computer literacy (MS Office; CRM software)

Sales skills

Telephone skills

Networking skills

Negotiating skills

Legislation – including POPI, FICA requirements

Key Performance areas

Develop relationships telephonically with VIP clients to retain and grow customer loyalty with Sun Bet, by selling products, services and experiences relevant to the customer

Manage customers’ requests and VIP inbound calls to resolution

Answer all customer queries in a prompt and professional manner

Obtain feedback from clients with regards their experience

Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring Sun Bet as the sports betting brand of choice

Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers

Communicate and conduct regular follow-ups with existing and potential VIP Sun Bet clients to maintain the relationship

Monitor specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth

Manage VIP customers using CRM in line with targets

Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun Bet player offers

Work within current business strategies and recognize potential opportunities for new business and customer acquisition

Attend Sun Bet events with customers to raise awareness around Sun Bet’s brand and VIP program, as required

Action leads received via the Sun Bet Gaming system and respond to these leads

Maintain the confidentiality of customer’s information

Recognise customers on special occasions including birthday and other important dates.

Industries: Gambling & Casinos

Function: Others