Four (4) Customer Care vacancies at Hollywoodbets
DEADLINE: 27 March 2025
X3 Subject Matter Experts (Customer Care) amazing opportunities
Requirements
- Contact Centre Experience
- Matric
Responsibilities
- 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
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