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) Withdrawals X2. Do you think you have what it takes to be our newest Purple Star?
This position is responsible for upskilling and supporting the Withdrawals department on all different platforms.
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.Finance Experience.Administration experience.Minimum 1-year Call Centre Experience.What You'll Do For The Brand: Ensure all policies and procedures are updated and circulated to the Team Members.Review the SOPs on a monthly basis and effect any changes if needed.Assist and handle withdrawal queries internally and externally (customer queries) as well as escalations until completion.Training and development of the team with new policies and procedures that are implemented.Facilitate quizzes and other activities on a monthly basis to ensure team understanding is in line with the requirements.Onboarding training for new starters in the department.Ensure compliance with company policy and that all internal control procedures are followed. Report on deviations to CSM and advise on corrective actions.Ensure that House Rules are adhered to at all times.Ensure no bags/cellphones on the floor, facilitating random inspections and checks.Check balances at all times and ensure top up is requested where required.Follow up on Deposit confirmations and Vouchers.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. Escalate difficult queries to Team Leader for resolution.Monitor department stats live and highlight any issues to the management team.Handle product-related customer queries (non-manager calls).Work closely with Deposits and Quality Assurance to understand the dependencies that exist between departments, if any.Assist with Zendesk, App/SYX tickets when volumes are high, as well as any backlog the department might have.Liaise interdepartmentally in the Contact Centre to have a better understanding of the effect our teams have.Communicate issues to management as required.Review internal control procedures to ensure that controls are in place to manage the team and accountability and to be proactive in managing and highlighting potential concerns.Ensure that the team goes on allocated training sessions as per schedule.Ensure that the team completes all Moodle training that is allocated.Monitor late coming and escalate to Team Leaders on a daily basis, as well as trend analysis.Ensure all TVs are operational at all times. If not, escalate to IT for resolution.Assist with TL tasks if required.Escalate system issues to the relevant teams/departments.Assist in managing/investigating high volumes in withdrawal requests.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 a high sense of accountability.Demonstrate an exceptional level of customer service and quality standard.Demonstrate ability to pay attention to detail.Manage and prioritize activities and ensure monitoring of results to accomplish goals.Collate and report on information.Understand the difference between betting types.Please note that only team members who meet the stipulated minimum requirements will be considered.
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