New Openings at Hollywoodbets

You Bring

• Computer literate.
• Completed Matric with English and Mathematics.
• 1-2 administrative experience advantageous.

A bonus to have

• Completed or studying towards a diploma/degree, majoring in accounting or auditing will be advantageous.
• Valid driver’s license.

What You’ll Do For The Brand:

• Auditing Declarations from branches on the “End of Days” timelessly
• TUV reconciliations
• Tote reconciliations
• Banking reconciliations
• EFT and cheque reconciliations
• LPMS reconciliations
• ATM reconciliations
• Credit Card reconciliations
• Ithuba reconciliations
• Manual transactions reconciliations
• Auditing receivables (credit card or other)
• Any other declarations/transaction retai
• Perform cash counts when requested
• Perform paperwork audit and daily recons
• Auditing Missing tickets with validity and completeness
• Reconciliation of Missing ticket Masterfile
• Ensuring shortages, a transposed onto the recovery Masterfile
• Ensuring shortages are escalated and followed up with weekly
• Ensuring weekly deadlines are met timelessly
• Collect and analyze data
• Establish recommendations for the information collected
• Perform research and development as required
• Perform audits around paperwork and daily recons
• Determine compliance with policy and procedures
• Stock counts and fixed asset counts and confirming vending stock
• Perform branch Food and beverage stock counts
• Checking and reconciling of tickets at branch level
• Reporting daily observations to your senior and manager
• Assisting the branches and/or relevant department to clear queries
• Reporting to management
• Reconciliation of pastel accounts
• Summitting daily/ Weekly timesheets
• Performing a Racing Distribution publication count weekly
• Performing Petty cash recon on monthly basis
• Voucher verification
• Confirming monthly Bar and Kitchen stock variances
• Work in concurrence with the team and be a team player
• Perform ad hoc assignments as they arise.

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You Bring:

•  Previous Customer Service or Call Centre experience is an advantage.
•  Matric
•  MS office
•  Excel – Intermediate to Advanced
•  Administrative management
•  Computer literacy
•  Financial Certificate/Diploma

What You’ll Do For The Brand:

•  Ensure withdrawals are completed timeously and that all necessary checks are completed prior to
• approving/declining a withdrawal.
•  Assist the administrator team with relevant payment investigations to resolve customer queries.
•  Prepare batches of payments received by withdrawals and import onto the relevant banking systems
• that are processed manually.
•  Complete relevant payments directly on the withdrawals app that are processed automatically.
•  Action EFT tickets from the branches and ensure the tracking system is updated.
•  Liaise with banks on all banking related issues.
•  Ensure that all valid payment requests and any significant payment delay issues are dealt with.
•  Ad hoc tasks and requests.

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You Bring:

• 1 Year Contact Centre Management Experience
• Customer Service Experience
• Contact Centre Dialer System Knowledge
• Matric

A Bonus to have:

• Diploma/Degree
• Sports Betting Experience

What You’ll do for the Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
• Ensure that resources are trained to effectively deal with account queries, betting queries and escalations to relevant departments.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.
• Ensure that the Hollywood brand and image is promoted through excellent customer service
• Identify root causes of customer queries and look at ways and initiatives to reduce specific customer queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Identify ways in which to increase motivation and team work and to foster a positive work environment
• Review training needs continuously whilst working closely with the department SME to drive the training initiatives
• Conduct monthly performance reviews with the Helpline consultants and Supervisors and ensure that performance reviews are documented and supplied to your manager
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required

Other

• Work closely with other iBranch functions such as mobile department, internet betting, BSC, Deposits and Withdrawal and FICA, in order to understand the dependencies that exist between departments.
• Any other ad hoc duties that might be required

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You Bring:

• Customer Service.
• Minimum 1-year call center experience in a team leader role.
• 1 years’ experience in a fast – paced customer support environment
• Experience working with demanding targets and tight deadlines.

A Bonus To Have:

• Diploma/Degree.

What You’ll Do For The Brand:

• Drive the operational agenda by providing daily direction and communication to teams to ensure that daily and weekly targets are met.
• Provide appropriate direction and dispute resolution for workplace problems.
• Maintain service levels, key performance indicators and performance management.
• Communicate & report accurate performance metrics to the respective department manager.
• Always promote ‘Best Practice’.
• Undertake required administration.
• Monitoring of Teams through call listening and verifying of valid transfers.
• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards.
• Respond appropriately to discipline issues and maintain behavior.
• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrity.
• Promote excellent performance by leading the team and supervising the daily operations of the department & clearly set & communicate targets and use data to monitor & measure the team’s performance
• Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity
• Develop, implement new or improve existing business policies/processes to improve the services offered
• Ensure clarity around priorities and goals based on the organization's objectives.
• Identify, develop, and hire new & exitsing talent
• Investigate and handle escalated, complex cases to ensure proper resolution
• Communicate with the upper management & deal with difficult stakeholders
• Handling escalations from the customer.
• Analysis of first-time contact resolution targets & supports teams in achieving targets.
• Any other ad hoc duties that might be required

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You Bring:

• 6 Months to 1-year sales experience.

What You'll Do For The Brand:

• Customer Service: Assist clients with opening accounts and all betting queries
• Drive daily sales and activations through the effective demonstration and/or explanation of mobile products, usage methods, and services to influence punters to purchase products or use our services
• Drive mobile marketing campaigns to increase sales and sign up new online accounts
• Must keep records of their sales activities and report their progress to management daily
• Promote the mobile brand.
• Set up and arrange displays at outlets, events, and promotions to attract the attention of prospective and existing punters.
• Assist customers in submitting correct FICA documents when opening a new account (FICA requirements: Clear ID)
• Ensure new customer uses the sign-up bonus to bet when an account is opened and show the customer how to bet on the mobile application.
• Keep work areas neat and tidy to promote a positive image to customers.
• Ensure appropriate management, safekeeping, and maintenance of all mobile equipment.
• Weekly completion of Moodle, bet strike and Voice Note Training, and Trainers on Wheels
• Might be required to roam between branches and stores as per operational needs
• Any other related duties that might be required within the business.