Subject Matter Expert at Hollywoodbets

Job Description

• Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
• We have an amazing opportunity for a Subject Matter Expert (SME). Do you think you have what it takes to be our newest Purple Star?
• Responsible for the daily for the daily management of telephonic betting, ensuring that bets are accurately and timeously received. The Helpline SME follow the internal control procedures in relation to the customer service experience and scope of all company queries.

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:

• Relevant product / industry experience.
• Minimum 6 months Call Centre Experience.

What You’ll Do For The Brand:

• Ensure the accuracy of bets
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches
• Walking the floor to ensure all agents are logged in
• Coaching – instruct and train all employee/s with the aim to fulfil a goal in order to develop specific skill/s in an enthusiastic, motivating manner
• Checks that’s resources are trained to effectively deal with betting enquiries, account information queries and lodging complaints. Recommend additional training where necessary to the Manager
• Ensures compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches
• Ensure the department is fully knowledgeable on all promotions at any given time
• Ensure that the company brand and image is promoted through excellent customer service
• Ensure queries are resolved timeously and at point of call where possible. Escalates difficult queries to Team Leader for resolution.
• Drives quality targets to ensure achievement which are
• Handling of product related customer queries – non-manager calls
• Escalates disciplinary issues and poor performance procedures issues to the Team Leader
• Work closely with other departments, such as Phone-A-Bet, Outbound, FICA, Mobile and Quality Assurance in order to understand the dependencies that exist between departments, if any.
• This is a position of trust and high ethical standards are expected within this role
• Any other ad hoc duties that might be required

What You’ll Bring To The Team:

• Good communication and Interpersonal skills.
• Demonstrate high sense of accountability.
• Demonstrates an exceptional level of customer service and quality standard.
• Demonstrates ability to pay attention to detail.
• Ability to coach, train and facilitate workshops in a professional manner.
• Execute a variety of functions within a business administrative environment. Plan and organize administrative functions proactively. Collect information and ensure accuracy of information.
• Basic understanding and application of numerical concepts and calculations.