Customer Service Consultant: Deposits at Hollywoodbets

Job Description

• The purpose of this role is to attend queries in relation to deposits and withdrawals. Credit deposits where appropriate and process branch withdrawals on request

With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring

• 6 months Customer Service experience.
• Basic Financial experience

What You’ll Do For The Brand:

• Allocate deposits to customer accounts accurately using the deposit app.
• Ensure that unaccounted transactions are attending to daily.
• Process withdrawal requests from branches ensuring that the prescribed withdrawals checklist is adhered to.
• Respond to customer queries via calls, live chat and emails.
• Perform prescribed confirmation checks to confirm the identity of the customer before the account can be accessed to assist with customer queries or branch withdrawals.
• Ensure queries are resolved timeously at the point of call where possible as well as queries that are escalated to other departments and follow up until resolved.
• Assist with the updating of client banking details where needed.
• Ensure that phones are not unnecessarily paused out from the call system.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/ departments/ branches as well as ensuring that the optimal turnaround time for account queries is maintained.
• Ensure that the company brand and image is promoted through excellent customer service.
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/ audit queries where appropriate, based on the nature of the query.
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls as and when required.
• Any other ad hoc duties that might be required.

What You’ll Bring To The Team:

• Good communication skills (verbal and written).
• Excellent planning, organizational and time management skills.
• Focused driven whilst demonstrating exceptional attention to detail.
• Must have a strong sense of accountability.
• Strong numerical literacy and financial acumen.
• Telephone etiquette and customer service excellence.