VIP Service Representative | Gaming Exp Mandate
Light & Wonder — Bangalore, India
SciPlay is a leading developer and publisher of digital games on mobile and web platforms, providing highly entertaining free-to-play games that millions of people play every day for their authenticity, engagement and fun.
SciPlay currently offers nine core games, including social casino games Jackpot Party Casino, Gold Fish Casino Slots, Hot Shot Casino and Quick Hit Slots, and casual games MONOPOLY Slots, Bingo Showdown, 88 Fortunes Slots, Backgammon Live and Solitaire Pet Adventure with offices all over the world!
Position Summary
Description:
The VIP Service Representative (India) is an P2-level position within the VIP Operations Team, dedicated to providing exceptional service to assigned VIP players.
This role focuses on managing relationships primarily emails with an emphasis on responding to VIP players.
The VIP Service Representative supports overall VIP program objectives by cultivating relationships, reactivating lapsed VIPs.
Key Responsibilities:
The VIP Service Representative (India) is an P2-level position within the VIP Operations Team, dedicated to providing exceptional service to assigned VIP players.
This role focuses on managing relationships primarily emails with an emphasis on responding to VIP players.
The VIP Service Representative supports overall VIP program objectives by cultivating relationships, reactivating lapsed VIPs.
Key Responsibilities:
- Engage with assigned VIP players via email to provide timely, personalized assistance and support.
- Maintain a minimum of 120 outbound contacts per day, ensuring high-quality, personalized communication.
- Respond to players who reply to mass campaigns, offering relevant offers, updates, and assistance to encourage engagement and spending.
- Gather player feedback and sentiment to share with the VIP Operations Team and game studios, helping to shape product and feature improvements.
- Serve as a liaison between VIP players and internal teams, facilitating bug resolution and addressing player concerns effectively.
- Collaborate with the VIP Operations Team to implement retention and reactivation initiatives for assigned tiers.
- Maintain detailed and accurate player interaction records in Salesforce and other assigned tools.
- Track and report on engagement metrics, productivity, and player sentiment for assigned accounts.
Requirements:
- 3+ years of experience in customer service, marketing, or player engagement; experience in gaming or social/mobile games is a plus.
- Strong written communication skills in English, with the ability to craft professional, engaging, and player-friendly messages.
- Ability to manage a high daily outreach volume while maintaining personalized quality.
- Customer-focused mindset with a passion for delivering exceptional player experiences.
- Comfortable working independently and in a collaborative, fast-paced environment.
- Initiates outbound email campaigns to engage VIP players and build lasting relationships with the VIP Team.