Position: VIP Account Support
Company: DMarket
Category: Support
Experience required: 2y
English level: upper

Hard skills
— More than 1 years’ experience in the same position or position of customer care expert, retention manager, VIP client manager.
— Experienced in providing a high level of customer support and understanding their needs.
— Strong customer service orientation.
— Familiar with customer care systems and practices.
— Experience liaising with internal development and technical teams, with the ability to gather required information.
— Excellent communication skills and a customer-oriented approach.
— Ability to prioritizing issues.
— Advanced level of English.
— Excellent knowledge of grammar.
— Fluent user of common software applications.

What we offer
— Team of like-minded professionals.
— Insurance.
— Unique project with modern technologies.
— Perspective of career and financial growth.
— Free lunches.
— Paid English classes.
— Budget for professional development.
— Chill-out zone with kicker, gamepad, VR.
— Coffee point with a real barista.
— Flexible timetable and modern office in the center of Kiev.

Duties
— Perform the role of personal account manager for each client that belongs to the category of VIP.
— Resolve product or service problems by clarifying the customer’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment for VIP clients.
— Build and maintain strong, long-lasting client relationships with VIP users.
— Provide dedicated customer support service for VIP client — handle the incoming inquiries from the VIP users via — chats, social networks and email.
— Alert product and engineering teams in case of urgent issues reported by customers.
— Launch the surveys and questioning.
— Synthesize customer feedbacks.
— Compose the reports on VIP clients ongoing issues, needs.