About the Role

Join our new in-house Customer Service operation in Lima to support users across LATAM by telephone, chat and email.

Key Responsibilities

- Manage, resolve, and retain VIP players under the guidance of the VIP Managers.
- Conduct outreach calls and emails as per defined cadence.
- Trigger promotional campaigns, re-engage inactive clients, and track upgrades. Monitor gameplay and escalate critical cases to the VIP Managers.
- Ensure tactical execution of planned actions (segmentations, events, responses).
- Join weekly alignment meetings with the VIP team.

KPIs & Quality Expectations

- Service Level and schedule adherence to interval plans.
- Average Handle Time (AHT) and After-Contact Work (ACW) within target while maintaining accuracy.
- Active users, reactivation rate, and QA score per campaign standards.
- Contacts per day, per week, and call success rate.
- Compliance with data-privacy, security and consumer-protection controls.

Qualifications & Skills

- Spanish: Native; English: Fluent
- 6–12 months of contact center experience (BPO or in-house) handling phone, chat, and email channels.



Experience in commercial and sales campaigns is a plus.
- Excellent written communication, de-escalation and problem-solving skills.
- Tooling literacy: CRM/helpdesk (e.g., Zendesk), and Google Workspace; ability to follow knowledge-base articles and macros accurately.
- Operational discipline: punctuality, schedule adherence, ability to work to hourly interval plans and accept real-time management updates.

Work Setup & Schedule

- On-site at our Lima operations hub with secure connectivity and controlled access.
- Company-provisioned workstation, secure VPN and monitored applications per security policy.
- Rotational shifts including nights/weekends/Peruvian holidays to support a 24/7 operation; overtime or additional coverage may be required during peak events.

Growth & Culture

Operate in a high-performance, data-driven environment with coaching and QA calibrations. High performers can progress to Senior Agent, Quality, Training or Team Lead roles.

📌 Junior VIP Account Manager (Lima)
🏢 Brazino777
📍 Lima