Subject Matter Expert (Customer Care) at Hollywoodbets

Qualifications

• 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 amazing opportunities for X2 Subject Matter Experts (Customer Care). Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for acting as the primary resource for expert guidance on processes, systems, and customer interactions. Will have knowledge of customer service platforms, strong analytical skills, and the ability to coach and mentor team members.

You Bring:

• Contact Centre Experience

A bonus to have:

• Matric

What You’ll do for the Brand:

• Identify gaps in existing processes and collaborate with the team leaders and training team to address challenges and improve service delivery.
• Effective circulation, training and acknowledgement of all policies and procedures to the Team.
• Review of the SOP’s on a weekly basis and execute any changes required.
• Provide real time support across various platforms to the team, driving improvement in service delivery.
• Maintain up-to-date knowledge of products, services, promotions and system functionalities in order to facilitate knowledge sharing with the team.
• Facilitate quizzes and other activities in collaboration with the training team on a monthly basis to promote team understanding in line with the requirements.
• Complete onboarding training for new team members.
• Monitor compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to CSM and advise on corrective actions.
• Work closely with the Quality Assurance team in order to understand training needs and implement the necessary training initiatives.
• Monitor adherence to training schedules and Moodle completion, ensuring that any deviations are escalated to the management team.
• Accurate submission of reports as per internal requirements.
• Effective control of equipment such as TV’s, laptops etc. and ensure escalations are completed with the IT team for resolution where required.
• Escalate any system issues to the relevant teams/departments and follow through until resolved.
• Attend to ad-hoc functions as required due to operational requirements.

What You’ll Bring to the Team:

• Good communication and Interpersonal skills.
• Demonstrate high sense of accountability.
• Demonstrates an exceptional level of customer service and quality standard.
• Demonstrates ability to pay attention to detail.
• Managing and prioritizing activities and ensure monitoring of results to accomplish goals.
• Collate and report on information.
• Understand the difference between betting types.

Apply Before 10/12/2025