Escalations Consultants x 4 at Hollywoodbets

Job Description

• Being 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. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
•  We have an amazing opportunity for Escalations Consultants x4 to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for researching and resolving customer escalations/queries received by any channel (internal/external). Communicate with customers directly to resolve issues and follow up when necessary and ensure that you identify and give feedback on any common issues and concerns. They are the owner of the query end to end.

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:

• 1-year Call Centre experience.
• 1-year customer service experience.
• Knowledge of all internal processes and products.

A Bonus to have:

• Degree/Diploma in related field.

What You’ll do for the Brand:

Operational Duties

• Handle incoming customer escalations/queries through any channel.
• Listen to customer concerns empathetically and professionally.
• Provide clear, concise, and accurate information to customers regarding their escalations/queries.
• Investigate and resolve customer escalations/queries in a timely and effective manner
• Collaborate with other departments to gather necessary information and provide comprehensive solutions, which may include but are not limited to Withdrawals, Deposits, and Marketing.
• Escalate complex or unresolved escalations/queries to the appropriate departments or managers as needed however always keeping the customer in the loop.
• Additional work items may fall within the scope outside of escalations/queries.
• Maintain detailed records of customer interactions, escalations/queries, and resolutions in the company's CRM system.
• Generate reports on complaint trends and provide insights to management for continuous improvement.
• Ensure compliance with company policies and regulatory requirements in all interactions and documentation.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Seek feedback from customers to improve the complaint-handling process and overall customer experience.
• Strive to exceed customer expectations and enhance the company's reputation for excellent service.
• Participate in training sessions to stay updated on product knowledge, company policies, and customer service best practices.
• Suggest and implement improvements to the escalations/queries handling process to enhance efficiency and customer satisfaction.
• Stay informed about industry trends and developments to provide better service to customers.
• Any other ad-hoc duties as required by management.

What You’ll Bring to the Team:

• Customer Centric mindset
• Empathy and active listening.
• Patience and resilience.
• Excellent reporting skills.
• Attention to detail.
• Collaboration.
• Knowledge of betting types and platforms.