Customer Service Supervisor (Digital) - South Africa, Durban

  • Durban
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Entertainment, Sales
  • Posted by South Africa on Friday, March 27, 2020
  • Reference: 12736
  • Apply before Tuesday, May 26, 2020 - 8 Hours left

Vacancy Details

Employer: South Africa

Hollywood Sportsbook Gauteng (Pty) Ltd has an exciting opportunity available for a Customer Service Supervisor (Digital) to be based in Umhlanga, Durban. This position is responsible for the daily management of the Helpline Team and ensuring that customer care SOP is followed through on and maintained at all times. Ensuring Departmental KPI’s are achieved against set prescribed targets.


 


Minimum Requirements:



  •  Willingness to do shift and weekend work.

  • A minimum of 1-year customer service experience. 




Advantageous:


 



  • Relevant Diploma/Degree.

  • Experience in the Betting industry.

  • Experience in a Supervisory role.




 Responsibilities:



  • Ensure that resources are trained to effectively deal with betting or result enquiries, account information queries, and lodging complaints and/or other customer care initiatives.

  • Ensure 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 optimally staffed at all times (Accurate Rostering of the department).

  • Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.

  • Ensure that the company brand and image is promoted through excellent customer service.

  • Identify root causes of customer queries and look at ways and initiatives to reduce specific customer queries where appropriate, based on the nature of the query.

  • Ensure queries are resolved timeously and at point of call where possible (first call resolution).
    Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.

  • Identify ways in which to increase motivation and team work and to foster a positive work environment.
    Review training needs continuously.
    Conduct performance review with the Team Members.

  • Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required.

  • Monthly feedback meeting reporting, trend reporting, resource management reporting etc.

  • Work closely with other departments, such as Mobile, FICA, Outbound and Quality Assurance in order 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.



Skills and competencies:


 


  • Excellent communication and interpersonal skills. 
    Exceptional Leadership skills.

  • Impressive planning, organizational and time management skills.

  • Demonstrates exceptional attention to detail.

  • Strong People Management skills and problem-solving skills.

  • Good report writing skills. (Verbal and written). 



Please note that only team members who meet the stipulated minimum requirements will be considered.


Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.



Apply before Tuesday, May 26, 2020 - 8 Hours left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About South Africa

Hollywood is South Africa’s premier betting brand, offering the public an upmarket ‘casino inspired’ environment where punters can bet in comfort and style, where they can enjoy quality food and a cold beer, and where attention to detail and top-class service is the order of the day.