Oko Gold Project - Maintenance General Foreman

Welcome to Torrero - all-in-one source for cutting-edge white label casino, sportsbook solutions and B2B aggregation. Built on a foundation of trust and compliance, we proudly offer an extensive library of 8,000+ games sourced from diverse providers, positioning Torrero as the preferred partner for transforming the iGaming enterprise. With a huge number of sports events and easy payment options, we cater to diverse interests. Available in 35+ languages, we make gaming accessible worldwide.

If you like a fast-paced, dynamic and start-up work culture full of passionate and enthusiastic mindsets, you’re most welcome to explore the opportunity. This is a chance to take part in an exciting journey as the company grows and expands its business at a rapid pace.

About the project

The role involves building solid relationships with valuable customers and providing superb service and gaming experiences tailored to them. Furthermore, the issues arising from or related to the assigned duties and tasks must be effectively handled.

Your key responsibilities include:

• Acting as a liaison between the company and VIP customers, striving to enhance the overall gaming experience and drive customer retention.
• Reacting to VIP customer queries regarding financial transactions, betting activity and/or gaming queries, promo campaigns and personal bonuses and general information queries to provide a one-stop contact point.
• Managing all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out-of-office hours when necessary.
• Organizing events, sending gifts, and meeting high valued clients.
• Retaining an overview of the situation even when there are many customer inquiries to deal with.
• Responding to player questions quickly and understandably. Being on hand to advise and help our customers in case of questions and problems.
• Ensuring that regulated markets VIP customers are served in compliance with specific license regulations.
• Applying Responsible Gaming practices in accordance with license requirements and established flows, escalating as needed following guidelines.
• Working alongside the Customer Support team, Technical Support team, Risk Manager, and Analytics department, and escalating VIP issues to be a priority for resolution.
• Constantly reactivating players with calls, emails, SMS, and chat. Collecting customer data and insights to provide bespoke personalization of customer interaction.
• Monitoring customer feedback regarding products or services to detect potential issues and ensure appropriate escalation to the Head of VIP.
• Articulating an extensive knowledge of our products which leads to resolving customer issues.
• Staying abreast of the latest updates in customer support processes and flows to deliver precise and current assistance to VIP players.
• Elevating sensitive and challenging cases according to the established protocols set by the Head of VIP or Head of Customer Support.
• Monitoring VIP customer behaviors, interests, and trends to ensure that customer expectations are met.
• Collaborating with other departments to improve the overall customer experience.

Your expertise to meet the requirement:

• Proven experience in the online iGaming industry, particularly in customer service or account management roles.
• Strong understanding of online casino games, sports betting, and the online gambling market.
• Organized, customer-centric, with good analytical skills, and focused on details.
• Discretion in handling customer information.
• Excellent communication and interpersonal skills, both written and verbal to effectively engage with VIP customers.
• Positive attitude and ability to drive excellent customer experience.
• Ability to build and maintain strong relationships with high-value clients.
• Knowledge of responsible gambling practices and regulations.
• Ability to work flexible hours.
• Excellent time management, multitasking and problem-solving skills.
• Proficiency in English and Spanish languages.

We offer:

• Amicable work environment and supportive team members.
• Real career opportunities and professional growth.
• The great team across the world.

Hiring Stages:

• Online Assessment
• Introductory Call
• Head of HR Round