Customer Service Manager (Digital)

About the role

Hollywoodbets is looking for a Customer Service Manager (Digital) for its Bonne Garde Support team, based in Umhlanga. The successful candidate manages and reports on the Customer Services (Digital) portfolio, covering systems and process management, resource and shift management, compliance, efficiency and service excellence.

Key responsibilities

• Ensure accurate daily, weekly and monthly reporting statistics and report them to the manager.
• Train resources to handle account queries, audit queries, account updates and promotional queries.
• Ensure the team follows good customer service principles and meets turnaround times for queries.
• Review internal control procedures and proactively highlight potential concerns.
• Manage the digital customer service team so that communication with customers is timely, escalations are handled appropriately and queries are resolved quickly, with first-time resolution.
• Identify root causes of customer and audit queries and implement initiatives to reduce them.
• Meet quality targets and intervene where shortfalls occur; review training needs continuously.
• Hold weekly performance reviews, document them, and follow disciplinary procedures for poor performance.
• Report on iBranch management meetings, trends and resource management, and work with other iBranch functions such as BSC, Events, InPlay, Bet support, deposits and withdrawals.

Required profile

• Customer service and call centre experience.
• Team management experience.
• Social media and digital experience.
• Diploma or degree is advantageous.

Required skills

• Understanding of betting types, betting procedures, the mobile betting app and the internet betting platform.
• Ability to analyse reporting statistics and identify trends.
• Administration, coaching and prioritisation skills.