Role description:

The Totogaming HVCS Specialist is the primary point of contact for our VIP players, not only providing unmatched service, but also anticipating our client’s needs and ensuring continuous improvements in client satisfaction. Representatives in this role are elites in the world of customer engagement, consistently raising the bar in terms of work quality, conduct and ethics.

Responsibilities:

• Constantly monitor, analyze, and select potential VIP players from existing database;

• Proactively manage a portfolio of VIP players, delivering tailored service and continuously bolstering client satisfaction;

• Monitor VIP segment activity to identify trends, anticipate and address potential concerns, while maximizing player engagement;

• Collaborate with other teams in providing clients with competitive rewards, promotions and offers, and resolving any technical inquiries, all within the confines of the Romanian gambling market;

• Bring new initiatives to the table, aimed at optimizing High Value Customer Service processes, improving both the client and team experiences;

• Combine data-driven insights with a centric customer mindset to anticipate player needs and enhance the overall VIP experience;

• Ensure confidentiality, data privacy and always upholding responsible gambling practices;

• Adhere to and follow the rules and guidelines listed in the Internal Rules Handbook;

• Accomplish all other tasks as required by upper management.

Requirements:

• Industry expertise: At least 1 year experience in the iGaming industry;

• Solution-oriented: At least 1 year experience in a Customer Support role, with a focus on resolving issues and finding effective solutions;

• Champion mentality: Driven to learn and grow, overcome challenges, and consistently deliver results, while maintaining composure under pressure;

• Client-centric: Passionate about delivering exceptional service to clients;

• Team player: Collaborative, with a positive attitude and a genuine enjoyment of working with others;

• Exceptional communication skills: Fluent in both Romanian and English, with the ability to connect clearly and professionally;

• Client-Driven Business Mindset: Analytical thinker who balances data-driven insights with a client-first approach when making decisions.

What we offer:

• Private medical insurance;

• Meal vouchers;

• Easter vouchers;

• Christmas vouchers;

• Birthday voucher;

• 23 vacation days;

• 1 day off paid by Totogaming on your birthday;

• 1 day off paid by Totogaming when you go to annual blood screenings / medical screenings;

• Referral program;

• Fruit day;

• Complimentary coffee and tea;

• Role Model benefits;

• Teambuildings;

• Frequent office events;

• Massage at the office.