Vip Service Team Lead

hace 2 meses


Lima, Perú Chronos Strive S.A.C A tiempo completo

Buscamos **VIP Service Team Lead** altamente calificado, para unirse a nuestro equipo.

**Requisitos**:

- Imprescindible portugués nativo o avanzado.
- Deseable Inglés avanzado.
- Indispensable experiência en casino
- Experiência en redes.
- Conocimientos de marketing
- Experiência en ventas

**Funciones**:

- Liderar y gestionar un equipo de agentes de soporte VIP, garantizando un alto rendimiento y productividad.
- Brindar orientación y tutoría al equipo para mejorar sus habilidades y garantizar una calidad de servicio constante.
- Establecer objetivos claros e indicadores clave de rendimiento para el equipo y realizar un seguimiento del rendimiento en relación con esos objetivos.
- Realizar evaluaciones de rendimiento periódicas y proporcionar comentarios a los miembros del equipo para una mejora continua.
- Gestionar los horarios del equipo para garantizar una cobertura adecuada.
- Garantizar que se proporcione un servicio de primer nível a los clientes VIP, gestionando los problemas escalados y las consultas complejas.
- Crear y mantener relaciones sólidas con los jugadores VIP, actuando como su principal punto de contacto para obtener asistencia.
- Anticipar y abordar de forma proactiva los posibles problemas o inquietudes planteados por los jugadores VIP.
- Garantizar una comunicación oportuna y eficaz con los clientes VIP, incluidas las interacciones personalizadas por correo electrónico, chat o teléfono.
- Supervisar la satisfacción de los jugadores VIP a través de encuestas, comentarios e interacción directa para identificar áreas de mejora.
- Implementar procesos y procedimientos que mejoren la experiência del cliente y la prestación del servicio.
- Trabajar con otros departamentos (por ejemplo, producto, marketing, cumplimiento) para garantizar que la experiência VIP sea perfecta en toda la plataforma. Asegúrese de que el nível de servicio sea constante en todos los puntos de contacto (chat en vivo, teléfono, correo electrónico).
- Realice un seguimiento y analice las métricas de servicio al cliente VIP (por ejemplo, tiempo de respuesta, tiempo de resolución, índices de satisfacción).
- Prepare informes periódicos para la alta gerencia, destacando el desempeño del equipo, los desafíos y los comentarios de los clientes.
- Utilice los datos para impulsar mejoras en los procesos del equipo y la prestación general del servicio.
- Identifique oportunidades para ofertas o promociones personalizadas para mejorar la lealtad y la retención de los clientes.
- Actúe como mediador para los VIP en casos de disputas, asegurando resoluciones satisfactorias que protejan tanto al jugador como a la empresa.
- Coordínese con el equipo de marketing para asegurarse de que los jugadores VIP estén informados sobre nuevas promociones, bonificaciones o funciones.
- Póngase en contacto con el equipo de productos para brindar comentarios sobre las mejoras en la experiência del usuario, según los comentarios de los clientes VIP.
- Manténgase actualizado con las regulaciones de iGaming y asegúrese de que el equipo esté capacitado en asuntos de cumplimiento relevantes para el soporte VIP.
- Desarrolle estrategias para manejar los comentarios negativos o posibles problemas de relaciones públicas relacionados con las inquietudes de los jugadores VIP.
- Resuelva los problemas técnicos u operativos que afecten a los jugadores VIP de manera rápida y eficiente. Incorpore nuevos agentes de soporte VIP y bríndeles las herramientas, la capacitación y los recursos necesarios para sobresalir.
- Asegúrese de que todos los miembros del equipo reciban capacitación continua sobre productos, servicios y procedimientos internos para mantener un alto nível de experiência.
- Mejore la experiência general del cliente VIP, desde el registro hasta el soporte posterior al juego, garantizando una experiência perfecta.

**Horario**:

- Horario: lunes a viernes.

**Condiciones**:

- Trabajo 100% presencial en Surquillo
- Ingreso a planilla con todos los beneficios de ley.
- Sueldo: $ 550 - $ 800

Tipo de puesto: Tiempo completo

Sueldo: S/.1.00 al mes

Fecha límite para postularse: 15/11/2024


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