Invicta Esolutions PVt Ltd

Role Summary We are seeking a customer-focused professional to manage VIP players and key accounts for our social/gaming casino operations. The role focuses on VIP engagement, retention, escalations, and premium customer experience while working closely with internal teams. Key Responsibilities - Manage VIP customers and key accounts - Handle escalations and ensure SLA compliance - Drive customer retention and engagement - Provide clear customer communication and updates - Use CRM and ticketing tools for case management - Analyze data and prepare reports - Support process improvements and documentation - Collaborate with cross-functional teams - Assist in training and mentoring team members Required Skills & Tools - Experience in Social Casino / Gaming / Customer Success - VIP customer handling and retention management - CRM Tools: Zendesk, ServiceNow - Ticketing: JIRA - Data Analysis: Excel (advanced), SQL (basic) - Strong communication and escalation handling skills Ideal Candidate Profile A proactive, analytical, and customer-first professional with hands-on experience managing VIP users in a fast-paced, SLA-driven environment. Job Type: Full-time Pay: ₹40,000.00 - ₹50,000.00 per month Work Location: In person