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German VIP Service Support

Logo of Sofia Stars

Sofia Stars

On-site

On-site

Regular employment

1 - 6 years of experience

Full Time

Sofia, Bulgaria

Responsibilities

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.

Required skills

Classifying Records
Customer Service
Handling Complaints
Multitasking
Reporting
Software Documentation
Cold emailing
Data Processing
Client Insight
Bulgarian
German
English
Job posted 15 days ago

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