• Handling the team in the absence of the Manager.
• Training new joiners on the product and SOP.
• Taking escalation calls.
• Handling VIP player calls (both inbound and outbound).
• Leading pre-shift meetings for the team.
• Providing call agendas and call scripts.
• Collaborating closely with other departments such as the Payment and Withdrawal team, Risk Management, and Retention team and Technical Team.
• Excalation the game issue to the Technical Team
• Audit the agent's calls and provide feedback to the particular agent, advising them on how to improve call quality.
• Reporting directly to the Manager

• Build and maintain strong, long-term relationships with VIP players.
• Act as the main point of contact for high-value players.
• Provide tailored offers, bonuses, and promotions based on player activity.
• Ensure VIP players receive priority support and assistance.
• Handle complaints, withdrawals, and account-related issues quickly and smoothly.
• Coordinate with backend, payments, and tech teams to resolve queries.
• Track VIP player activity, deposits, and withdrawals.
• Prepare weekly/monthly reports on VIP performance and contribution

Organize VIP events (online/offline tournaments, giveaways, etc.).

• Monitor responsible gaming behavior and flag risks if necessary.

• Respond promptly to player queries through email and live chat.
• Handle account-related requests such as registration, login issues, and password reset.
• Resolve deposit, withdrawal, and transaction-related concerns.
• Guide players on how to download, install, and play Rummy.
• Assist with table access issues, bonus application, and tournament entry.
• Provide quick clarifications on rules, features, and promotions.
• Address player complaints politely and professionally.
• Escalate unresolved issues to the backend/technical team.
• Ensure timely resolution to maintain customer satisfaction.
• Share promotional offers, bonuses, and new feature updates.
• Encourage inactive players to return and play.
• Build rapport with players to improve retention and loyalty.
• Maintained records of email and chat conversations for quality checks.
• Tracked common issues faced by players and reported them to management.
• Provided daily and weekly reports on query volume, resolution time, and player feedback.