German VIP Service Support

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you'll be part of a place where ideas light up, and growth isn't just a promise-it's a journey.

We are looking for a VIP Service Support to support our VIP Account Managers in transferring exceptional service to our high-value customers.

Key Responsibilities:

• Support VIP Account Managers in controlling VIP client queries, updating account information, and processing special requests.
• Handle emails, calls for documents, escalation and general support
• Organise VIP customer database and keep track of high value client milestones, preferences, and activity.
• Prepare reports to VIP Account Managers on customer interactions and account status.
• Respond to VIP clients' queries, and ensure excellent service and swift resolutions.
• Assist with processing VIP transactions (e.g., deposits, withdrawals)
• Help coordinate and execute VIP promotions, bonuses, and special offers under the direction of the VIP Account Managers.
• Track and monitor the effectiveness of promotional offers, assisting in reporting to the management team.
• Ensure all VIP clients are informed about and receive their relevant promotions and bonuses.
• Inform VIP account managers of any unusual behaviours or account issues.
• Schedule meetings, handle VIP account documentation, prepare client reports, and maintain records for VIP clients.

Key Requirements:

• Previous customer service experience, preferably in a high-end service industry
• Fluent in German and English
• Ability to manage multiple tasks with accuracy
• Ability to work closely with VIP Account Managers and other team members
• Discretion in handling sensitive information, ensuring all VIP data is kept secure and confidential.
• Evening and night shifts
• Ability to handle customer complaints with a positive attitude

Benefits:

• KPIs bonus
• Monthly food vouchers (200 BGN);
• Official employment and full medical insurance, including in-patient/out-patient care, maternity, dental, and annual health check-ups;
• Starting from 20 paid leave days;6 additional days of sick leaves without document required;
• Birthday gift cards
• Sports card (Multisport);
• Wedding and newborn gifts;
• Breakfast, Friday lunches, fruits, and snacks in the office;
• Team-building events and activities;
• Career growth opportunities;

Ready to shine? Let's make it real.