Nico Grech Email & Phone Number

Malta

• Acting as the mentor within the central function in terms of leading and coaching of the team
• Key driver of larger and more complex projects and initiatives in the Central VIP function

Malta

- Governance and streamlining of operational procedures, processes and best practice for VIP- Coaching and training of VIP Key Account Managers in developing their skills and knowledge- Responsible for managing and improving the internal VIP knowledgebase and escalation procedures- First point of contact for Key Account Managers escalation points- Manage.

Malta

• Manage the flow of day-to-day operations, admin and workflow.
• First point of contact for Key Account Manager escalations
• Acting as the liaison between Central VIP and all other functions including (but not limited to) DWBI, platform, CS VIP, brands, product and business teams
• Process analysis, modelling and workflow management support
• Planning and management of team resources and setting of priorities
• Supporting the Head of VIP in streamlining procedures and best practice for VIP segment and Account Management

Malta

- Manage a portfolio of high value player accounts with the objective of retaining their spend, alongside developing them from being simply customers to becoming brand advocates.- Continually examine the value proposition offered to VIP customers by our competitors, ensuring we stay ahead of the game, leveraging experiences and communication to retain and.

Sliema

• Handling escalations of technical difficulties between departments and to 3rd party game providers such as NYX, Evolution Gaming, Netent, Play N Go, Neogames;
• Ensuring that daily tasks sent to agents and VIP Account managers are executed efficiently and within deadlines;
• Assisting agents & VIP Account managers with any difficulties they may face on their shift;
• Personal 1-2-1 training with agents and VIP account managers. Assisting in the development of all employees;
• Being an active listener, resolving conflict and making key decisions for the company;
• Responsible for all management aspects during shifts while on duty;

Sliema

Communicate efficiently and accurately with VIP customers to an extremely high quality service standard, using excellent sales initiative and interaction skills, by email, chat and telephone (both reactively and proactively) in order to reach key monthly performance indicators.Interact directly with VIP Customers both reactively and proactively via email.

Sliema

Responsibilities:* In/outbound Chat/Telephone/Email based Customer Support, Sales and Service – Highly Target driven role at the highest service level within the I-gaming industry.*First line of contact for online players, maintaining Service Level Agreement, ensuring Player satisfaction, handling of all general enquiries, troubleshooting experts.