Customer Service Manager (Digital) - Umhlanga at Hollywoodbets

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 Experience
• 2 – 3 Years Operational Support
• Experience 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/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 - Manage the customer service digital team to ensure excellent and timeous front-end communication with customers, appropriate escalations on issues and queries.
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit or promotional queries where appropriate, based on the nature of the query
• 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 in which to increase motivation and teamwork and to 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/disciplinary processes 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, to understand the dependencies that exist between departments.
• 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.
• Be 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.