Call Centre Agent

About the role

Hollywoodbets is expanding its team and is looking for Call Centre Agents to join its Umhlanga office in Durban. The agent provides customers with a world-class experience, including authenticating account holders and giving up-to-date betting information. The position is open to entry-level candidates with at least 6 months of call centre experience, and shift and weekend work is required.

Key responsibilities

• Log on at least 10 minutes before each shift starts.
• Authenticate account holders and give them current betting information.
• Answer customer questions about possible account problems.
• Market the brand and build rapport with customers.
• Handle complaints by gathering information from the customer and the system, escalating it to the supervisor for resolution.
• Meet daily, weekly and monthly KPI targets and maintain good quality assurance scores.
• Follow company policies, procedures and SOPs, and keep communications consistent with the brand image.
• Perform any other ad hoc duties requested.

Required profile

• At least 6 months of call centre experience; entry-level candidates are also considered.
• Willingness to work shifts and weekends for a 24/7 service.
• Knowledge of betting information.

Required skills

• Excellent communication and interpersonal skills, with strong attention to detail and problem-solving.
• Professional phone presence and email etiquette.
• Good data entry and typing skills.
• Strong working knowledge of computer software, including Microsoft Office.