Customer Service Manager (Digital)HollywoodbetsUmhlanga, KwaZulu-NatalPermanentClosing Date 18 December 2024Job DetailsDivision: HollywoodbetsBusiness Unit: Other RolesMinimum experience: Mid-SeniorCompany primary industry: Gambling and CasinosJob functional area: ManagementJob DescriptionBeing 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. Our talented Team is on a mission to increase our global footprint. Join our Team and let's reach for the stars.We have an amazing opportunity for a Customer Service Manager: Digital to be based in Umhlanga within the Contact Centre Department. Do you think you have what it takes to be our newest Purple Star?The successful candidate will be responsible for the management and daily reporting of the Customer Services (Digital) Portfolio, including systems and process management, resource management, shift management, compliance, efficiency management, and service excellence.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:2 – 3 Years Customer Service Management Experience2 – 3 Years Operational SupportExperience with social media/digital platforms.A Bonus to have:Diploma/Degree in Generic Management or related.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, audit queries, account updates, and promotional queries.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 accountability and to be proactive in managing and highlighting potential concerns.Ensure that the Hollywood brand and image is promoted through excellent customer service.Identify root causes of customer and audit queries and look for ways to reduce specific queries where appropriate.Ensure queries are resolved timeously and first-time resolution takes place.Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.Identify ways to increase motivation and teamwork and foster a positive work environment.Review training needs continuously.Conduct weekly performance reviews with the customer services (digital) team members and ensure that performance reviews are documented.Implement strategies to manage staff conduct and ensure poor performance procedures are followed consistently where required.Other:Monthly iBranch management meeting reporting, trend reporting, resource management reporting, etc.Work closely with other iBranch functions such as BSC, Events, InPlay, Bet support, Deposits, and Withdrawal.Any other ad hoc duties that might be required.What You'll Bring to the Team:Ability to work under pressure and in a fast-paced growing environment.Ability to manage data security and accessibility.Open to travel from time to time.Strong business acumen.Excellent presentation and reporting skills.Excellent attention to detail.Highly accountable and trustworthy.Strong planning and problem-solving skills.Excellent time management and the ability to multi-task.Good customer service and communication skills.Sound understanding of the various betting types and procedures.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.
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