Customer Service Manager (Customer Care)

Hollywoodbets; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading betting company in Durban is seeking a Customer Service Manager to lead their Customer Care team. The ideal candidate must have at least 3 years of management experience in a Contact Centre and possess strong customer service skills. This role focuses on ensuring excellent service delivery, managing performance, and fostering a positive work environment. Competitive candidates will have a relevant degree or diploma. Apply now to be part of a dynamic team!

Qualifications

• 3 years management experience within a Contact Centre.

Responsibilities

• Manage the Customer Care team ensuring operational excellence.
• Ensure prompt query resolution with a focus on first-time resolution.
• Maintain service levels and performance standards.
• Drive performance management and career planning.
• Attract and retain top talent while complying with EE targets.
• Handle escalations and disputes effectively.
• Identify training needs and collaborate with support teams.
• Monitor customer satisfaction and implement solutions.
• Prepare reports on department performance.

Skills

Customer Service Excellence

Exceptional attention to detail

People Management

Problem-solving

Reporting abilities

Advanced MS Office knowledge

Knowledge of various betting types and platforms

Education

Relevant degree/diploma

Job description

Responsibilities

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 amazing opportunities for a Customer Service Manager (Customer Care) to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

This role will be responsible for the management of the Customer Care team to ensure operational excellence, exceptional customer service, and alignment with business objectives. This role focuses on the management of systems and process, compliance with legislative requirements, resources and human capital, shift and workforce planning.

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

• 3 years management experience within a Contact Centre.

A Bonus To Have

• Betting Knowledge.
• Relevant degree/diploma.

What You’ll Do For The Brand

• Provide direction and communication to teams, ensuring all targets are met.
• Prompt query resolution, with a focus on first-time resolution.
• Maintain service levels and performance standards across Customer Care operations.
• Drive Performance Management, Career Pathing and Succession Planning with IDP and PIP compliance.
• Attract, select, employ, and retain top talent and ensure that we comply with company EE targets.
• Handle escalations, disputes and crisis situations effectively until resolved.
• Foster a high-quality, positive work environment that motivates and engages team members
• Identify and address training needs, collaborating with support teams to drive initiatives. Ensure that the team are adequately able to attend to queries around customer accounts, audits and promotions.
• Enhance service delivery by improving processes and collaborating with internal departments, focus on innovation with customer service delivery.
• Monitor customer satisfaction, analyse issues and implement solutions to improve service.
• Communicate accurate performance metrics to the department manager and provide regular updates on operational progress
• Drive compliance with Company policies, procedures and regulations whilst maintaining confidentiality and ethical standards.
• Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
• Ensure effective staffing and resource management through accurate scheduling.
• Hollywood brand and image are consistently promoted through excellent service delivery.
• Lead by example and live the Hollywoodbets values.
• Create and manage an effective Rewards and Recognition program.
• Attend to ad-hoc functions as required due to operational requirements.

What You’ll Bring To The Team

• Customer Service Excellence.
• Demonstrates exceptional attention to detail.
• Strong People Management skills and problem-solving skills.
• Excellent reporting abilities.
• Advanced working knowledge of MS Office.
• Knowledge of the various betting types and platforms.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.