VIP Customer Service Officer - Vietnam

As a strategic operations and business support partner, Business Support Solutions helps organizations simplify complexity and operate with confidence. Through integrated HR, Finance, and Strategic Governance services, we enable businesses to unlock efficiency, maintain compliance, and scale sustainably across global markets.

We don’t just support operations, we transform them into strategic drivers of growth, performance, and long-term success.

If your organization is seeking smarter processes, expert support, and technology-driven solutions, this is where operational excellence begins.

Why We Need You

As a VIP Customer Service Officer , you will be responsible for delivering premium customer support and personalized service to high-value players across the Vietnam market. You will serve as a key point of contact for VIP customers, ensuring exceptional service experiences, timely issue resolution, and proactive engagement to strengthen customer loyalty and retention.

This role is ideal for a customer-focused professional who enjoys building relationships, solving problems, and delivering outstanding service in a fast-paced and performance-driven environment.

What You'll Be Doing

VIP Customer Support & Relationship Management

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Handle VIP customer inquiries, complaints, and requests through Live Chat, calls, email, and approved messaging platforms

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Deliver meaningful guidance, personalized assistance, and first-contact resolution whenever possible

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Build and maintain strong relationships with VIP customers through professional and proactive communication

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Ensure a premium customer experience across all customer touchpoints

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Support VIP player satisfaction, engagement, and retention initiatives

Complaint Resolution & Follow-Up

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Escalate VIP customer complaints, feedback, and suggestions to relevant departments when necessary

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Follow up on outstanding issues to ensure timely and satisfactory resolution

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Resolve customer issues in accordance with VIP Customer Service SOPs and operational guidelines

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Maintain a high level of professionalism and empathy during all customer interactions

Customer Engagement & Retention

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Introduce new products, services, online and offline promotions, and special VIP offers

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Support customer reactivation and retention campaigns through personalized communication

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Identify opportunities to improve customer engagement and loyalty

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Conduct proactive follow-up activities with VIP customers to strengthen relationships

Documentation & CRM Management

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Maintain accurate records of customer interactions, transactions, comments, and complaints within CRM systems

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Ensure all customer information and account notes are properly documented

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Support reporting and tracking of VIP customer activities and engagement metrics

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Ensure compliance with company policies and operational procedures

Collaboration & Continuous Improvement

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Collaborate with Customer Service, VIP, Retention, Marketing, Payments, and Product teams

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Provide feedback to improve customer service processes and customer experience initiatives

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Contribute to service quality improvements and operational excellence projects

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Support additional customer-focused projects as assigned

What You Bring to the Team

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College Diploma or equivalent qualification in any discipline

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Minimum 1 year of experience in Customer Service, VIP Support, Customer Success, Account Management, or a related role

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Strong verbal and written communication skills in Vietnamese

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Basic to intermediate English proficiency for internal communication purposes

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Typing speed of at least 50 words per minute with a minimum accuracy rate of 90%

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Proficiency in Microsoft Office applications, particularly Excel

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Strong customer service and relationship-building skills

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Excellent problem-solving and conflict-resolution abilities

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Ability to multitask and manage multiple customer conversations simultaneously

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Positive attitude, proactive mindset, and strong sense of responsibility

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Strong teamwork and collaboration skills

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Experience within the online gaming or iGaming industry is considered an advantage

Success Metrics

You will be measured on

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VIP Customer Satisfaction (CSAT)

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First Contact Resolution Rate

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Response Time and Resolution Time

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VIP Retention and Engagement Performance

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Customer Relationship Quality

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CRM Data Accuracy

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Service Quality Scores

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Complaint Resolution Effectiveness

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Productivity and Case Management Efficiency

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Follow-Up Completion Rate

Why You'll Love Working With Us

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Competitive compensation package aligned with your experience and contribution

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Health insurance coverage

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Meal allowance

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Professional growth and career development opportunities

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Continuous learning and training support

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Exposure to high-value customer portfolios and international operations

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Collaborative and customer-focused culture

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Opportunity to directly impact customer satisfaction, retention, and business growth

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Dynamic and fast-growing organization with long-term career progression opportunities

Position: VIP Customer Service Officer Location: Vietnam Department: VIP Customer Service Employment Type: Full-Time Reporting To: VIP Customer Service Team Leader Work Schedule: Rotating shifts, including weekends, public holidays, and off-days when operationally required.

Additional Requirements

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Flexibility to adjust working hours and days off with minimal notice based on operational needs.

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Ability to work effectively in a multicultural environment.

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Commitment to delivering premium service standards and maintaining long-term VIP customer relationships.

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Strong focus on customer retention, engagement, and satisfaction.