We're looking for an Arabic-speaking VIP Support Agent to join our team in Gibraltar. This role involves providing proactive, service-driven support to existing VIP members and promoting various events, activities, and bonus offers. The ideal candidate will have excellent communication skills, product knowledge, and a strong work ethic.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
ARABIC VIP SUPPORT AGENT — GIBRALTAR
Competitive salary • Relocation package • Full training provided
We’re looking for an Arabic-speaking VIP Support Agent to join our team in Gibraltar. This is a great opportunity to build a career in a dynamic and supportive environment, with full training and a strong relocation package for those moving from abroad.
Role Purpose
As an Arabic VIP Support Agent, you’ll play a key role in engaging, retaining, and supporting our VIP members - primarily across the traditional Arabic (Oriental/Gulf) region. Your focus will be:
- Providing proactive, service-driven support to existing VIP members
- Making outbound calls to assist with deposits and available payment methods
- Strengthening customer relationships through tailored and attentive service
Accountabilities:
➢ To provide a proactive service orientated to retain and convert existing/potential members, primarily in the traditional Arabic (Oriental/Gulf region) language. This service is provided via phone, email and live chat, and includes help during the registration process, understanding of software, etc.
➢ Contacting newly registered members to welcome them and offer assistance to know and understand the products, deposit methods, etc.
➢ To maximise member retention through the promotion of various events, activities, bonus offers etc.
➢ Providing the highest level of support to our members via email, phone and live chat on a range of issues such as game enquiries, helping with deposits, cashing out of funds etc.
➢ To maximise revenue opportunities by offering relevant deposit methods.
➢ Translations for the Support Department and any other department in the company, as required. ➢ Special outbound projects (follow up, reactivation, etc.) as directed by the Head of department. ➢ Testing of new games, products and software as required.
➢ More experienced MSRs may be asked to assist with the mentoring of new members to the team.
➢ Any other duties, as designated by Team Leader/Management.
Key performance indicators:
- Quality of service provided to members – various assessment methods.
- Achievement in reaching Arabic VIP Team Operational Goals.
- A highly motivated and high performing individual.
- Minimum absence and lateness.
Working hours:
- Full time, 5 days out of 7 – shifts to be decided.
- Weekend and evening shifts (up to midnight) , a must.
- Bank Holidays are considered normal working days.
Technical skills required:
- Excellent computer skills; all MS Office programs including Excel to an advanced level.
- Excellent written and spoken English.
- Good product and brand knowledge including casino and sports.
Main relationships:
- VIP Account Managers
- VIP Team Leaders
- VIP Events team
- VIP CRM team
- Head of Operations
- All other support and operations teams
Knowledge, Skills and Experience:
Must have/essential skills:
- Customer service and sales experience, with excellent communication skills (both verbal and written).
- Mental reasoning and analytical ability.
- Ability to build effective internal and external working relationships.
- Good judge of character and emotional intelligence.
- Computer literate, particularly the internet and MS office including advanced Excel.
- Confident manner and able to make decisions based on sound reasoning.
- Motivational, organisational, prioritisation and time management skills.
- Pro-active, trustworthy, flexible, diplomatic, strong work ethic, reliable and dependable.
- Accuracy and attention to detail in data gathering and report writing.
- Operates well in a dynamic and fast changing environment, and able to work under pressure.
- Quick learner and able to work with minimum supervision.
- Driven, with emphasis on service excellence and able to adhere to organisational guidelines.
- Responsible gaming experience.
- Total flexibility towards working weekends and late shifts.
Desirable skills:
- Online gambling/casino or internet/e-commerce experience and knowledge.
- University educated.
- Previous experience of working with VIPs and appreciative of the psychology of gambling.
- Knowledge of all products and games, especially a high level of sporting and casino knowledge.
- Web based programming skills, subscription-based web sites and Data Warehouse application.
Key Competencies:
- Very strong customer focus and excellent interpersonal/communication skills.
- Conflict management and ability to manage strong characters.
- Ability to work under pressure, juggling several projects at the same time.
- Ability to prioritise and organise, with confidence and self-assurance in decision making.
- Flexibility and ability to adjust quickly to different situations.
- Proven record of working successfully in a sales environment and achieving sales targets.
- Excellent attention to detail and problem-solving skills, high level of trust, reasoning and analytical ability.
Employment Type
Full-time