VIP Account Manager - Customer Experience Champion

Location: Jan Jose Province, Costa Rica

Reports To: Customer Success Manager

Are you passionate about delivering exceptional customer experiences?

Do you thrive in a fast-paced, customer-focused environment where your problem-solving skills and relationship-building abilities can shine?

If so, we want you to join an exceptional team as a VIP Account Manager!

• As a VIP Account Manager, you will be the dedicated advocate for highest-value customers, ensuring their needs are met with precision and care.
• You’ll cultivate lasting relationships, anticipate needs, and deliver top-tier service that keeps customers coming back for more. This role requires someone who’s proactive, personable, and driven to exceed expectations.
• someone who understands that every interaction matters and sees every challenge as an opportunity to shine.

What You’ll Be Doing:

Cultivate Connections

• Build and nurture strong, long-lasting relationships with high-value customers, ensuring they feel heard, valued, and understood. Your hospitality mindset will be at the forefront, making customers feel like part of the family.

Effective and Engaging Communication

• Engage customers through phone calls, emails, chats, and meetings with clarity, empathy, and professionalism. You’ll adapt your communication style to fit individual customer needs, providing a seamless experience every time.

Customer Advocacy

• Be the voice of the customer within the organisation. You will champion their interests, solve problems quickly, and advocate for solutions that exceed their expectations. Your mission: to make every interaction an opportunity to deliver exceptional service.

Expert Problem Solving

• You’ll have a deep understanding of our brand, platform, and policies, staying up-to-date with trends to provide timely, accurate assistance. With your expertise, you’ll resolve complex issues efficiently, ensuring customer satisfaction remains high. 

Analytical and Data Driven

• Use your analytical skills to dive into customer behaviour and data, identifying trends and crafting solutions that improve the customer experience. Your insights will guide strategies to enhance satisfaction and loyalty.

What We’re Looking For:

• Experience managing high-value customers, ideally in sectors like online gaming, private banking, luxury telemarketing, account management, or hospitality.
• Communication Skills: You’re a pro at handling communications via phone, email, chat, and in-person meetings, with the ability to adjust your tone and approach to fit any situation.
• A true customer advocate, you understand the importance of listening, responding with empathy, and delivering results that leave customers delighted.
• Strong analytical skills, the ability to think outside the box, and a passion for finding solutions quickly and effectively.
• You’re comfortable working with multiple IT systems, databases, and messaging platforms, with a sales-driven mindset to maximise opportunities.
• Able to juggle multiple priorities in a fast-paced environment while maintaining high attention to detail and excellent time management skills.
• Willing to work a flexible schedule, including weekends and holidays, to provide top-tier customer service.

Why Join?

• You’ll work with the most valued customers, having a direct impact on their experience and the company’s success.
• With ongoing training and development, there’s always room for you to learn and advance your career in customer experience and beyond.
• Work in a fast-paced, energetic atmosphere where no two days are the same. If you love variety and thrive on making things happen, you’ll fit right in.
• We celebrate diversity and foster an inclusive work environment where every team member can succeed.
• Ready to take the next step in your career and become a key player in an organisation that values customer experience?

Apply now to join the team as a VIP Account Manager, where every day is an opportunity to make a lasting impact!