Subject Matter Expert x 3 (Customer Care)

Hollywoodbets; KwaZulu-Natal; On-site; ZAR 200 000 - 300 000; Full time

Job summary

Join Hollywoodbets as a Subject Matter Expert in Customer Care, where you'll be a key resource for guidance on processes and customer interactions. This role requires strong analytical skills and the ability to coach team members, ensuring exceptional service delivery in a dynamic environment. If you're ready to innovate and grow with a leading brand, apply now!

Benefits

Development programs for career advancement

Vibrant and fast-paced work environment

Qualifications

• Experience in a Contact Centre is essential.
• Strong communication and interpersonal skills required.
• Ability to manage and prioritize activities effectively.

Responsibilities

• Provide guidance on processes and customer interactions.
• Identify gaps in processes and collaborate for improvements.
• Train team members and ensure understanding of policies.

Skills

Communication

Interpersonal Skills

Customer Service

Analytical Skills

Attention to Detail

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. From humble beginnings in Durban, Hollywoodbets has grown into a prominent brand operating across Africa and the United Kingdom. Our talented team is on a mission to expand our global footprint, embracing challenges 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 act as the primary resource for guidance on processes, systems, and customer interactions. They should have knowledge of customer service platforms, strong analytical skills, and the ability to coach and mentor team members.

With Hollywoodbets, you will:

• Innovate and create as part of a like-minded, authentic team eager to achieve goals.
• Embrace challenges and the excitement of working in a vibrant, fast-paced industry.
• Grow through our development programs 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 processes and collaborate with team leaders and training teams to improve service delivery.
• Distribute, train, and ensure understanding of policies and procedures to the team.
• Review SOPs weekly and implement necessary changes.
• Provide real-time support across platforms to enhance service quality.
• Maintain up-to-date knowledge of products, services, promotions, and system functionalities for effective team training.
• Facilitate quizzes and activities with the training team monthly to promote team understanding.
• Complete onboarding training for new team members.
• Monitor compliance with company policies and internal controls, reporting deviations and recommending 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.
• Accurately submit reports as required.
• Manage equipment such as TVs and laptops, coordinating with IT for resolutions.
• Escalate system issues and follow up until resolved.
• Perform ad-hoc functions as operationally required.

You’ll bring:

• 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, monitor results, and achieve goals
• Ability to collate and report information
• An 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, consider your application unsuccessful.