Payment Queries Officer at Hollywoodbets

Responsibilities

• We have an amazing opportunity for a Payment Queries Officer to be based in Umhlanga, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible to attend to all deposit, withdrawal, cashback, and any other customer queries on daily basis within the stipulated turnaround times. Managing the Zendesk ticket queue and ensuring all queries are resolved.

You Bring:

• MS office.
• Excel – Intermediate to Advanced.
• Administrative management experience

What You’ll Do For The Brand:

Action the following daily: 

Deposit queries

• To check and verify the deposit query that the customer made is valid and reflects on the payment portal. To check if the deposit reflects on the customer’s account via SyX before crediting the account.
• If the deposit does not reflect, customer account to be credited.
• Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request.
• If we are not able to find the deposit on any payment portal platform
• to provide feedback to the team leader on duty to advise the customer that the ticket has been closed as we are not able to locate the deposit and to provide correct details and reopen a new ticket with the correct details.
• Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request.

Withdrawal queries:

• To investigate the withdrawal query via the payment portals and SyX to see what happened to the customer’s withdrawal query.
• If withdrawal is still pending to be paid – escalate to payments team leader to arrange for withdrawal to be paid immediately.
• If withdrawal was paid or failed to advise the team leader on duty to advise the customer.
• Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request.

Cash Back queries:

• To check and verify if the soccer multiple ticket is a qualifying ticket for cash back.
• If ticket is not qualified – SMS will be sent to customer to advise the outcome via Mconnect
• If ticket is qualified – credit customer’s account with the correct qualifying amount according to the terms and conditions of the promotion.
• Zendesk ticket to be updated with applicable internal comments and solved within 2 hours of receiving the ticket request.

Live Monitoring Reports:

• To assist the team leaders with live monitoring deposit and withdrawals report – communicate on WhatsApp MZ Management group.
• Credit all outstanding deposits and advise payments team leaders to pay any outstanding withdrawal.

Other queries

• There might be other ad hoc queries related to customer’s account which will have to be action using the resources available to investigate further for resolution.

Other responsibilities

• To assist the payments team or Reconciliation Officer with withdrawals and deposits when we are having high volumes or any system issues.
• To always communicate to management if any system issues. have been identified with the payment portals or SyX based on the number of Zendesk tickets received.
• Daily stats per shift to be provided of number of Zendesk tickets resolved per category. Feedback of any challenges experienced. This can be added to the payments daily report.

Apply Before 03/05/2026