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.

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Spanish (native), English (fluent), Contact center experience, De-escalation skills, Written communication, Schedule adherence
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.

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