VIP Customer Care Representative

DigiPlus Interactive Corp; Parañaque; On-site; PHP 279,000 - 502,000; Full time

Job summary

DigiPlus Interactive Corp seeks a VIP Customer Care Representative to provide personalized, proactive support to VIP and high-value customers, building lasting relationships and delivering premium experiences.

The role emphasizes human engagement over scripted responses, handling sensitive concerns with discretion and strong English communication across channels. Onsite role with weekend/holiday coverage as needed.

Qualifications

• Bachelor's degree preferred in related field.
• 2–5 years in customer service or relationship management.
• Experience with VIP/high-value customers is highly preferred.
• Background in iGaming or luxury services is an advantage.
• Excellent English communication and interpersonal skills.

Responsibilities

• Provide personalized support to VIP customers across channels.
• Build and maintain professional relationships with VIP clients.
• Serve as primary contact and maintain continuity across departments.
• Apply differentiated service for higher-tier customers.
• Handle concerns and escalations with empathy and judgment.
• Take ownership from initial contact through resolution.
• Proactively anticipate customer needs and improve experience.
• Coordinate with internal teams to resolve sensitive issues.
• Maintain records of interactions and feedback.

Skills

Relationship management

Customer service

Emotional intelligence

Communication

Problem solving

Ownership

Discretion

Education

Bachelor's degree in Business/ Hospitality/ Communications

Job description

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.

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.