VIP Coordinator

Neo Group

13d•Remote

About The Position

As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace. We are on the lookout for a VIP Coordinator to join our VIP Department.

Requirements

Experience in the iGaming industry: Minimum 6 months (support, customer service, or related roles).
Communication Skills: Strong written and verbal communication abilities; ability to handle chat interactions professionally.
Languages: English — fluent (C1); German— fluent (C1).
Customer Orientation: Ability to work with different player types, including demanding users.
Stress Resistance: Ability to handle a high volume of incoming requests.
Technical Skills: Confident use of CRM systems, chat platforms, Microsoft Office, and internal tools.
Attention to Detail: Accuracy, reliability, and adherence to procedures.

Nice To Haves

A background in service, marketing, business, or related fields is an advantage.

Responsibilities

Handle incoming chat messages from VIP players, providing prompt, accurate, and high-quality support.
Ensure professional and customer-oriented communication with players.
Monitor player activity and account status in the CRM system.
Maintain accurate and up-to-date records of player inquiries and account information.
Escalate complex cases to senior specialists or VIP managers when necessary.
Follow company service standards and internal procedures.
Collaborate with CRM, Payments, and Marketing teams as needed.
Inform players about available bonuses, promotions, and personalized offers (based on templates and guidelines).
Represent the company positively and adhere to Responsible Gaming principles.