ROLE OVERVIEW

The VIP Client Services Executive is responsible for managing and growing relationships with high value customers on our online entertainment platforms.

This role focuses on delivering personalized service, handling priority client queries, and driving long term loyalty and engagement from top tier users.

You will act as the main point of contact for VIP clients, ensuring they receive fast, professional, and premium level support at all times.

Client Relationship Management

• Serve as the primary contact person for assigned VIP clients
• Build strong long term relationships through personalized communication
• Understand customer preferences and behavior
• Proactively engage high value users to increase loyalty
• Deliver premium service experience

Customer Support and Issue Resolution

• Handle VIP queries via chat, messaging apps, SMS, and calls
• Resolve account, payment, technical, and service related concerns
• Coordinate with internal teams to solve issues efficiently
• Escalate complex cases when required

Retention and Engagement

• Execute targeted campaigns and promotions for VIP clients
• Encourage continued usage and engagement
• Monitor client activity and identify churn risks
• Reactivate inactive high value customers
• Support achievement of monthly retention targets

Data Tracking and Reporting

• Maintain records of VIP interactions and feedback
• Track key performance metrics
• Provide regular reports on VIP performance
• Identify opportunities to improve customer experience

Promotions and Rewards Management

• Manage special rewards and incentives for VIP clients
• Ensure incentives are issued correctly
• Monitor effectiveness of offers
• Recommend tailored incentives based on client behavior

KEY PERFORMANCE INDICATORS

• VIP retention rate
• Revenue growth from VIP clients
• VIP Reactivation success rate
• Response time to VIP queries
• VIP Customer satisfaction
• Effectiveness of incentives

REQUIRED SKILLS AND EXPERIENCE

• Minimum 2 years experience in customer service, account management, or client relations
• Experience handling high value or priority customers
• Strong communication skills in English and Tagalog
• Ability to work in a fast paced digital environment
• Excellent problem solving and interpersonal skills
• Comfortable working with data and CRM tools
• Willingness to work shifts including weekends and holidays

PREFERRED QUALIFICATIONS

• Experience in online gaming, digital entertainment, or e-commerce industries
• Background in VIP support, hospitality, or premium customer service
• Familiarity with CRM systems and customer engagement tools

PERSONAL ATTRIBUTES

• Customer focused mindset
• Professional and well organized
• Calm under pressure
• Results oriented
• High level of discretion and integrity

WORKING HOURS

• Shift based schedule
• Availability during peak business hours
• Flexibility to support VIP clients when required