BrainRocket
BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don’t follow formats. We shape them. We build what works, launch it fast, and make sure it hits.
VIP Customer Support Role
We are looking for a VIP Service Support to support our VIP Account Managers in transferring exceptional service to our high-value customers.
Key Responsibilities:
- Support VIP Account Managers in controlling VIP client queries, updating account information, and processing special requests.
- Handle emails, calls for documents, escalation and general support
- Organise VIP customer database and keep track of high value client milestones, preferences, and activity.
- Prepare reports to VIP Account Managers on customer interactions and account status.
- Respond to VIP clients' queries, and ensure excellent service and swift resolutions.
- Assist with processing VIP transactions (e.g., deposits, withdrawals)
- Help coordinate and execute VIP promotions, bonuses, and special offers under the direction of the VIP Account Managers.
- Track and monitor the effectiveness of promotional offers, assisting in reporting to the management team.
- Ensure all VIP clients are informed about and receive their relevant promotions and bonuses.
- Inform VIP account managers of any unusual behaviours or account issues.
- Schedule meetings, handle VIP account documentation, prepare client reports, and maintain records for VIP clients.
Benefits:
- Snacks in the Office;
- 20 / 26 days of vacation per year;
- 6 days of sick leaves without document required;
- Attractive office location and facilities - Brain Embassy office;
- Medical insurance for you and your partner;
- Sports package;
- Birthday, wedding, and newborn gifts;
- Languages classes (partially paid by the Company);
- Career growth opportunities;
- International corporate parties, great team-building events and activities.
Key Requirements:
- Previous customer service experience, preferably in a high-end service industry
- Fluent in German and English
- Ability to manage multiple tasks with accuracy
- Ability to work closely with VIP Account Managers and other team members
- Discretion in handling sensitive information, ensuring all VIP data is kept secure and confidential.
- Evening and night shifts
- Ability to handle customer complaints with a positive attitude
