SENIOR internal relationship Manager

SUMMARY:
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POSITION INFO:

Already dealt with VIP customers currently or previously.

Inbound essential.

Degree also essential, well spoken.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

What you’ll be doing

As a Senior Relationship Manager, you will be responsible for maintaining and enhancing long term relationships with our nominated high-end players with an objective of extracting maximum value and retention. The candidate will be responsible for maintaining, developing and increasing Premium retention, activity rates, and revenue through exceptional service deliver with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new Premium customers. The candidate may be required to travel locally from time to time. The candidate will need to possess strong client relationship skills. They will also be technically minded, and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes.

1. Dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre Channels
2. Support the Premium Hosts with any help they may require, which will include but is not limited to bonus calculations, comping of accounts, expediting withdrawals, prioritising deposit timeouts etc
3. Manage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved parties
4. Assist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLA
5. Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required
6. Assist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shift
7. Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience
8. Assist with any overflow service recovery tasks that the Customer Service Team Leaders may require help with

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

1. A degree (BCom or equivalent) is essential.
2. 2-3 years of experience in account management/relationship management, outstanding service delivery, event support, and proactive outreach.
3. Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
4. Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
5. Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
6. Exceptional attention to detail, ensuring high standards of quality in all outputs
7. Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation
8. Ability to communicate across all levels
9. Strong project management skills

NB! This job is now closed. You can apply for other jobs by uploading your CV.