Subject Matter Expert - Durban at Hollywoodbets

You Bring:

• Relevant product / industry experience.
• Minimum 6 months Call Centre Experience.

What You’ll Do For The Brand:

• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches
• Walking the floor to ensure team are logged in with no challenges.
• Coaching – instruct and train all employee/s with the aim to fulfil a goal in order to develop specific skill/s in an enthusiastic, motivating manner
• Checks that resources are trained to effectively deal with betting enquiries, account information queries and lodging complaints. Recommend additional training where necessary to the Manager
• Ensures compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches
• Ensure the department is fully knowledgeable on all promotions at any given time
• Ensure that the company brand and image is promoted through excellent customer service
• Ensure queries are resolved timeously and at point of call where possible. Escalates difficult queries to Team Leader for resolution.
• Drives quality targets and upskill on quality areas of development.
• Handling of product related customer queries – non-manager calls
• Escalates disciplinary issues and poor performance procedures issues to the Team Leader
• Work closely with other departments, such as Phone-A-Bet, Outbound and Quality Assurance to understand the dependencies that exist between departments, if any.
• This is a position of trust and high ethical standards are expected within this role
• Any other ad hoc duties that might be required