VIP Host

White Hat Gaming Ltd.; Milnerton; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A gaming company is seeking a VIP Host responsible for delivering exceptional customer service to VIP players. The ideal candidate will possess a strong background in customer service, excellent communication skills, and the ability to work shifts in a fast-paced environment. Key responsibilities include meeting quality goals, managing VIP communications, and building relationships with players. Position required punctuality and adherence to attendance policies, along with the ability to work under pressure.

Qualifications

• Background in customer service is essential.
• Must possess own transport for shift work.
• Strong communication skills with internal and external customers.

Responsibilities

• Deliver exceptional service to VIP players.
• Meet monthly quality assurance goals.
• Monitor and respond to VIP-related communications.

Skills

Excellent customer service background

Excellent verbal and written communication skills

Excellent computer proficiency (MS Office, Google Workspace)

Ability to work under pressure

Flexibility to work shifts

Job description

Moonspin is proud to offer industry‑leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world‑class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state‑of‑the‑art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

As a VIP Host at Moonspin you play a critical role in delivering exceptional customer service to our most valued asset – our VIP players. Exceptional VIP support and retention is of utmost importance; you play a direct role in the success and increased revenue from your VIP player base. It is of the utmost importance that you stay up to date with any Licensee or process change to ensure you are always delivering the best service to your VIP players. As a VIP Host you will be relied upon by your Team Leader to deliver upon the following aspects:

Responsibilities

Quality

• Meet monthly QA quality goals. Where goals are not met, you will need to ask for assistance from your Team Leader / Performance Specialist to ensure improvements are made.
• Compliance to all RG and compliance‑related policies are always adhered to.
• Take ownership for updating yourself on any change to brand specific guidelines and process changes.

Productivity

• Efficiency and accuracy are important when delivering exceptional customer service. The following metrics will be monitored to ensure that you are on par with expectations and VIP team averages, and where agreed, be able to meet the monthly targets.
• Contacts – this comprises of Emails, Chats as well as Transferred chats.
• Average Handling Time (AHT) – to ensure we assist customers efficiently.
• Response times – ensuring that we respond to our VIP clientele in a timely manner.

VIP tasks

• Escalate all relevant contacts as per agreed process and guidelines, minimizing any errors.
• Liaise where necessary with brand specific Account Managers regarding any VIP player contacts.
• Retention efforts are made as far as possible within agreed guidelines and expectations on every contact. This includes building relationships with your players through exceptional soft skills, noting soft facts, and rapport building.
• Manage and deliver on agreed admin tasks such as Shift Handover reports.
• Monitoring and answering VIP related Slack messages and Emails.

Attendance

• As a VIP Host, reliability is crucial. It’s important that you’re punctual and present for your scheduled shifts. We ask that any time off be used responsibly, as frequent or excessive absences can impact team operations.
• Late coming is kept to a minimum and only due to emergency and isolated incidents.
• Adhere to all Attendance related policies consistently.

Requirements

• Excellent customer service background.
• Own transport.
• Flexibility to work shifts in a 24/7 environment.
• Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office – Word, Excel, and Google Workspace – Gmail, Google Docs and Google Sheets).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process.