Hollywoodbets have been revolutionising betting within South Africa since 1999 and we are currently making inroads further into Southern Africa. As a frontrunner in our industry we are always finding new ways to give our customers the best betting experience.
Our sports betting site features a large variety of events and markets to bet on, with expert bet...
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Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
Ensure that resources are trained to effectively deal with account queries, betting queries and escalations to relevant departments.
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
Identify root causes of customer queries and look at ways and initiatives to reduce specific customer queries where appropriate, based on the nature of the query
Ensure queries are resolved timeously and at point of call where possible
Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
Identify ways in which to increase motivation and team work and to foster a positive work environment
Review training needs continuously whilst working closely with the department SME to drive the training initiatives
Conduct monthly performance reviews with the Helpline consultants and Supervisors and ensure that performance reviews are documented and supplied to your manager
Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
Other
Work closely with other iBranch functions such as mobile department, internet betting, BSC, Deposits and Withdrawal and FICA, in order to understand the dependencies that exist between departments.
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