Potential VIP Host (Johannesburg)

Dream Team Gaming; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading online gaming company in Johannesburg is seeking a Player Developer to enhance player engagement and satisfaction for their online casino brands. The ideal candidate will have experience in customer service, a passion for client relationships, and strong communication skills. This role focuses on delivering world-class service and building rapport with players to ensure their ongoing loyalty and engagement. Competitive salary and opportunities for career growth are offered.

Qualifications

• Collaborative mindset, experience with cross-functional teams.
• Fluent English, both written and spoken.
• Experience in finance or gaming customer service.

Responsibilities

• Deliver exceptional service to players via multiple communication channels.
• Strive for immediate resolution of player queries.
• Monitor player satisfaction and engagement.
• Build rapport with players and tailor services to their needs.
• Ensure high-quality standards in all player communications.

Skills

Team player

Fluent English

Proven planning and organisational skills

Experience in customer service

Strong passion for client services

Energetic and dynamic personality

Job description

Overview & Purpose

At Dream Team Gaming, we power up the excitement by managing four online casino brands in the industry. The Player Developer is responsible for building and maintaining relationships with Loyal Players to enhance their gaming experience and maximize their engagement.

As part of the Player Development & Management team this role focuses on personalized attention to these players, ensuring their satisfaction and loyalty while encouraging continued engagement with our brands.

Key Responsibilities

• Provide World-Class Service: Deliver exceptional service to our players across various communication channels, including but not limited to email, live chat, and calls
• First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
• Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards, via all contact mediums including but not limited to e-mail and live chat.
• Problem Resolution: Providing rapid responses to issues or concerns raised by Loyal Players, ensuring their satisfaction with the platform.
• Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the management.
• Outbound Engagement: Proactively reach out to players to maintain engagement, offer promotions, and handle account issues or updates.
• Relationship Management: Building a rapport with our players, understanding their preferences, and tailoring services to their needs.
• Proactive Engagement: Regularly contacting players via company approved channels to check in on their experience and keep them engaged with ongoing casino activities.
• Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
• Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.
• Revenue Growth: Encouraging higher levels of play and deposit from these Loyal Players through targeted campaigns and promotions.
• Data Monitoring: Keeping track of Loyal Players’ behavior and activities, using data to predict potential churn and taking action to retain them.
• Cross-departmental Collaboration: Working with other teams like marketing, customer support, and product development to ensure Loyal Players’ feedback is incorporated into services.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.

Essential Criteria

• Team player: Collaborative mindset, with experience working with cross-functional teams (e.g., product, marketing, and compliance teams)
• Fluent English – both written and spoken
• Proven planning and organisational skills
• Experience in customer service within a large volume environment or similar, preferably in finance or gaming or a related industry
• Strong passion for client services and creating lasting relationships with players
• Energetic, dynamic, and enthusiastic about providing VIP-level service

Person Specification

• The ideal candidate will be a self-motivated energetic individual
• Requires a target driven individual
• Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
• Excellent decision-making ability
• Innovation and ability to think “outside the box”
• Strong work ethic
• Ability to thrive in a fast-paced environment and value attention to detail
• Strong Relationship Management including understanding the needs, emotions, and motivations of players to offer excellent service
• Networking: Skilled at building and maintaining long‑term relationships with high‑value clients
• Customer‑Centric approach including proactivity and a service‑oriented approach
• Discretion and professionalism encompassing confidentiality: handling sensitive information about high‑net‑worth players with discretion and a professional demeanor: ability to interact with demanding clients while maintaining composure and politeness
• Cultural awareness