VIP Personal Host – Sunbet (Sandton) needed at Sun International

Job Purpose: 

• The VIP Host role in Sun Bet is responsible for implementing the VIP customer program and is the point of contact for VIP customers. The role needs to build and retain relationships with Sun Bet’s VIP customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations. 

Requirements
Education: 

• Grade 12

Experience: 

• Minimum 3 years’ experience in a customer service, a contact centre or sales environment
• Experience dealing with high end and VIP customers is an advantage
• Having an interest and experience in sports is preferred

Skills and Knowledge: 

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience
• Building & Developing relationships
• Influencing
• Selling
• Conflict handling skills
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality
• Sports and sports betting Industry knowledge
• Sun Bet product knowledge
• Written and verbal communication skills
• Proficient computer literacy (MS Office; CRM software)
• Sales skills
• Telephone skills
• Networking skills
• Negotiating skills
• Legislation – including POPI, FICA requirements

Key Performance areas

• Develop relationships telephonically with VIP clients to retain and grow customer loyalty with Sun Bet, by selling products, services and experiences relevant to the customer
• Manage customers’ requests and VIP inbound calls to resolution
• Answer all customer queries in a prompt and professional manner
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring Sun Bet as the sports betting brand of choice
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP Sun Bet clients to maintain the relationship
• Monitor specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth
• Manage VIP customers using CRM in line with targets
• Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun Bet player offers
• Work within current business strategies and recognize potential opportunities for new business and customer acquisition
• Attend Sun Bet events with customers to raise awareness around Sun Bet’s brand and VIP program, as required
• Action leads received via the Sun Bet Gaming system and respond to these leads
• Maintain the confidentiality of customer’s information
• Recognise customers on special occasions including birthday and other important dates.