Skip to main content

Customer Service Team Leader:Hollywoodbets

Job Description

  • Hollywoodbets has an exciting opportunity available for X1 Customer Service Team Leader (Digital) to be based at Umhlanga, Durban.
  • The position will be responsible for the daily management of the Customer Service Digital Team and ensuring that customer care SOP is always followed through on and maintained.
  • Ensuring Departmental KPI’s are achieved against set prescribed targets.

Duties and Responsibilities

  • Leadership of the Digital Team and offer support and coaching to the Team Members.
  • Check on QA levels and results on live chat, email and social and ensure KPI’s are adhered to.
  • Implement business strategy on Digital platform.
  • Implement of team rosters according to the business requirements.
  • Continuous improvement planning for the Department.
  • Identify training requirements for Team Members within the Department.
  • 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 that team members display excellent written communication skills.
  • Ensure the department is always optimally staffed (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 time 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 teamwork 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, Outbound, – Quality Assurance and Marketing 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.

Requirements

  • Experience in a call Centre environment.
  • Experience in Digital/Online Customer Service.
  • Written Communication skills.


APPLY HERE

Popular posts from this blog

Searching for a quick way to a wealthy lifestyle and how to get rich quick? Check out these manageable steps you can make now to improve your chances of getting rich. If your determined and willing to work hard getting rich quickly can become a reality.  The definition of getting rich quickly is simply being able to reach six figures in a year or two. This is fast considering it can also take others their whole lifespan to reach six figures.  When you work for your money you end up knowing how to keep money. That is why multiple lottery winners usually burn through their winnings quicker than you would. How to get rich quick in 5 steps Do you want to stop worrying about money and a live a wealthy life? Here are the things you need to do:  Step 1. Set financial goals First of all set a goal. As to how much you want , what you will to do it and what you need to do it. It can range from early retirement to a dream vacation. Set a goal and create a plan how to reach it. Lacking clear finan
Read more
 Netflix Scholarship 2022  About Netflix & TSI  It is the top global streaming entertainment service. Which provides viewers with a range of TV series, documentaries and feature films, in many genres and languages. It currently has more than 209 million paid members, in over 190 countries. You can watch anytime, anywhere, on any internet-connected screen. Tshikululu Social Investments is the leading social investment fund manager and advisor in South Africa. They work with investors and development partners, in order to achieve sustainable social impact. About The Netflix Scholarship  They are inviting students to apply for their Creative Equity Scholarship Fund (CESF) which is for the 2022 academic year.  Studies Covered By The Netflix Scholarship It will be awarded for studies towards Film and Television-focused disciplines. It is for 1 year of study (final year of undergraduate study or 1 year of postgraduate study), at partner higher educational institutions. Expenses Covered B
Read more
  South African Institute Of Valuers (SAIV) Bursary 2024 About SAIV SAIV, also known as the South African Institute of Valuers, is a society of real estate valuers in South Africa. Established in 1909, it ranks among the country's oldest professional societies. The primary objective of SAIV is to support, advance, and safeguard the valuation industry within the nation by unifying professionals in this field. It achieves this by providing education and mentorship to its members, thereby enhancing their knowledge and expertise, ultimately benefiting the industry. SAIV also contributes to the sector by awarding bursaries to meet the demand for skilled professionals. South African Institute Of Valuers (SAIV) Bursary Program The South African Institute of Valuers extends the SAIV bursary to a select number of students pursuing property valuation qualifications, including undergraduates and postgraduates. Applications for the bursary are currently open for the 2023 academic year. The ini
Read more