Key Responsibilities but not limited to:
- Primary objective is to build long term trust and relationships with High Value customers
- portfolio management
- Provide online customer with exceptional service, focusing on the customer experience – creatively solve challenges and propose new and fresh alternatives to existing processes
- Implement strategies for retaining & growing new high value customer
- Prepare and communicate regular reports to line management
- Track and report on the success of implemented strategies
- Be responsible for maintaining the integrity of the customer experience
- Be a role model & promote brand culture
- Influence the current High Value customers life cycle and user experiences through key customer touch points and communications, develop personal communication and intervention strategies to strive to improve overall player value and retention of their portfolio
Skills and Competencies:
- Attentive to detail, have excellent organizational, interpersonal and customer-focused skills
- Professional demeanor, dependable, and able to maintain confidential information
- Strong written communication and typing skills
- Excellent grammar, spelling, and sentence construction
- Demonstrated ability to rapidly gain product knowledge
- Working knowledge in Excel for reports required
- Must be able to effectively communicate with agents, internal departments, clients and management
- Demonstrated ability to assist with the development of support agents
- Flexible, detailed, and able to successfully adapt to change
- Ability to work independently and alternative hours if and when necessary
- Strong, confident approach with the requisite ease in communicating with people on all levels
- Work in partnership with other departments to ensure quality service is provided to players
- Be able to identify and investigate problems or issues and resolve these for players
- Implement initiatives to generate revenue and player activity
- Identify players for investment, intervention or relationship management
- Able to meet contact metrics on a daily / weekly / monthly basis Requirements:
- A proven track record of 2 years in a customer relationship management (essential)
- The employee will possess strong client relationship and analytical skills
- They will also be technically minded, and be familiar with CRM best practices
- Proven ability to achieve and maintain departmental quality standards
- Proficient use of Microsoft Excel
- Sound understanding of player revenue
- Target and goal driven
- Self-managed
- Completely fluent in English and French with French as 1st
