Subject Matter Expert

2 weeks ago

Durban, KwaZulu-Natal, South Africa Hollywoodbets Full time

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 a Subject Matter Expert (SME – Digital). Do you think you have what it takes to be our newest Purple Star?

Responsible for the daily support of team members in the contact, ensuring that work is conducted accurately and timeously. The Contact Centre SME follow the internal control procedures in ensuring team are supporting customers. They are the source of knowledge and will provide support and coaching team members

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

What You'll Do For The Brand:
Provide knowledge, resources and information to support agents.
Address customers concerns accurately and timely.
Assist advisors with material request and account updates.
Ensure accuracy of the content.
Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.
Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches.
Walk through the floor to ensure all agents are logged in, productive and adhering to schedules.

Coach – 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.

Check that team members are trained to effectively deal with betting enquiries, account information queries and lodging complaints. Recommend additional training where necessary to the Manager.
Ensure compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.
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.
Provide key insights to Training & Managers on gaps and training needs.
Escalates disciplinary issues and poor performance procedures issues to the Team Leader.
This is a position of trust and high ethical standards are expected within this role.
Any other ad hoc duties that might be required.

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.
Ability to coach, train and facilitate workshops in a professional manner.
Execute a variety of functions within a business administrative environment. Plan and organize administrative functions proactively. Collect information and ensure accuracy of information.
Basic understanding and application of numerical concepts and calculations.
Please note that only team members who meet the stipulated minimum requirements will be considered.

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