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German VIP Service Support

Sofia City, Bulgaria

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.

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