VIP Customer Care Representative

The VIP Customer Care Representative is responsible for providing personalized, proactive, and high-quality support to VIP and high-value customers. This role goes beyond transactional customer service and focuses on building relationships, understanding customer needs, handling sensitive concerns, and delivering a premium customer experience.

Key Responsibilities

• Provide personalized and attentive support to VIP and high-value customers across all available communication channels, ensuring genuine, human engagement from first contact rather than a purely scripted or automated response.
• Build and maintain strong, professional relationships with VIP customers through consistent and personalized engagement.
• Serve as the primary point of contact for assigned VIP customers, maintaining continuity of the relationship even when other departments are involved in resolving a concern.
• Apply differentiated service appropriate to the customer's VIP tier and entitlements, recognizing that higher-tier customers may require a different depth of engagement.
• Handle customer concerns, complaints, and escalations with empathy, composure, and sound judgment.
• Take ownership of VIP concerns from initial contact through resolution and ensure proper follow-up.
• Anticipate customer needs and provide proactive support rather than simply responding to inquiries.
• Coordinate with internal teams to resolve complex or sensitive VIP concerns efficiently, without losing ownership of the overall customer relationship.
• Maintain accurate records of VIP interactions, preferences, concerns, and resolutions.
• Escalate cases appropriately while balancing customer expectations with company policies and procedures.
• Handle customer information with confidentiality, discretion, and professionalism.
• Identify recurring customer concerns and provide feedback to improve the overall VIP customer experience.
• Support company initiatives related to customer retention, engagement, service quality, and responsible gaming.

Qualifications

• Bachelor's degree in Business, Hospitality, Communications, or a related field is preferred.
• 2–5 years of experience in Customer Service, Customer Experience, Relationship Management, Hospitality, Account Management, or similar customer-facing roles.
• Experience handling VIP, premium, high-value, or high-profile customers is highly preferred.
• Background in iGaming, online gaming, casino, sportsbook, luxury hospitality, premium banking, luxury retail, or concierge services is an advantage.
• Excellent English communication and interpersonal skills.
• Strong emotional intelligence, problem-solving, and decision-making skills.
• Able to handle demanding customers professionally and remain composed under pressure.
• Strong attention to detail and discretion when handling sensitive information.
• Willing to work shifting schedules, weekends, and holidays as required.
• Willing to work onsite based on business requirements.

Key Competencies

VIP Service Mindset | Relationship Building | Emotional Intelligence | Communication | Ownership | Problem Solving | Sound Judgment | Proactive Thinking | Composure | Discretion & Confidentiality

Ideal Candidate

We are looking for someone who can deliver a personalized, responsive, and non-transactional VIP experience. Someone who understands that VIP service is not simply about resolving concerns quickly, but about building trust, anticipating needs, and making customers feel genuinely valued.