Subject Matter Expert x 3 (Customer Care)

Hollywoodbets; Umhlanga Rocks; On-site; ZAR 250 000 - 350 000; Full time

Job summary

Join Hollywoodbets as a Subject Matter Expert in Customer Care, where you'll provide expert guidance on processes and systems. This role involves innovating service delivery, training team members, and ensuring high standards of customer service. Ideal candidates will have contact centre experience and strong communication skills.

Qualifications

• Contact Centre Experience required.
• Strong analytical skills and ability to coach team members.
• Exceptional customer service and quality standards.

Responsibilities

• Identify gaps in processes and improve service delivery.
• Train and ensure acknowledgment of policies within the team.
• Monitor compliance with company policies and report deviations.

Skills

Communication

Interpersonal Skills

Analytical Skills

Attention to Detail

Customer Service

Education

Matric

Job description

Being a part of the Hollywoodbets Purple Team is an opportunity to join one of South Africa’s biggest success stories. Starting from humble beginnings in Durban, Hollywoodbets has grown into a prominent brand operating across Africa and the United Kingdom. Our talented team aims to expand our global footprint and is ready to take on any challenge because at Hollywoodbets, the sky is the limit. Join us and reach for the stars.

We have exciting opportunities for X3 Subject Matter Experts (Customer Care). Do you have what it takes to be our newest Purple Star?

The successful candidate will serve as the primary resource for expert guidance on processes, systems, and customer interactions. Knowledge of customer service platforms, strong analytical skills, and the ability to coach and mentor team members are essential.

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, fast-paced industry.
• Grow with our development plans and culture that support career advancement.

You bring:

• Contact Centre Experience

A bonus to have:

• Matric

What you’ll do for the brand:

• Identify gaps in existing processes and collaborate with team leaders and training teams to address challenges and improve service delivery.
• Effectively communicate, train, and ensure acknowledgment of policies and procedures within the team.
• Review SOPs weekly and implement necessary changes.
• Provide real-time support across platforms to enhance service delivery.
• Maintain up-to-date knowledge of products, services, promotions, and system functionalities to facilitate team knowledge sharing.
• Organize quizzes and activities monthly with the training team to promote understanding.
• Complete onboarding training for new team members.
• Monitor compliance with company policies and internal controls, reporting deviations and advising corrective actions.
• Collaborate with the Quality Assurance team to identify training needs and implement initiatives.
• Ensure adherence to training schedules and Moodle completion, escalating deviations.
• Submit reports accurately as required.
• Manage equipment such as TVs and laptops, coordinating with IT for escalations.
• Escalate system issues and follow up until resolved.
• Attend to ad-hoc operational functions as needed.

What you’ll bring to the team:

• Good communication and interpersonal skills.
• A high sense of accountability.
• Exceptional customer service and quality standards.
• Attention to detail.
• Ability to manage and prioritize activities and monitor results.
• Ability to collate and report information.
• Understanding of betting types.

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

Please note: If you are not contacted within 30 days, please consider your application unsuccessful.