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. Lacki...
Read more
  Fasken Scholarship South Africa 2025 ABOUT FASKEN Fasken is an international business law and litigation organisation, with branches in China, Canada, the UK and South Africa. The firm works alongside clients from all corners of the world, providing their expertise on legal issues. Clients are served in French, English and all of South Africa’s 11 official languages. Fasken has been operating in Africa for more than 130 years. The companies South Africa founding partner began practicing as an Attorney in 1879 in Grahamstown. Today, the Johannesburg Fasken team are well versed in all of the growth and established industries in Africa, including healthcare, finance, mining, infrastructure, energy and technology. In October 2012, Fasken successfully merged with Bell Dewar, a Johannesburg-based law firm and is now one of the biggest law firms on the African continent. ABOUT THE FASKEN SCHOLARSHIP PROGRAMME – FIELDS COVERED Fasken is inviting students to apply for their sc...
Read more
 SEDISA Trust Bursary 2023 About SEDISA Trust It was founded in 2010 to help previously disadvantaged young women of colour by funding their tertiary education. It also supports students to enhance their lives as young South African women. About The SEDISA Trust Bursary Programme They are inviting students, to apply for their bursary programme for the 2023 academic year. Fields Covered By The SEDISA Trust Bursary Programme The following fields are covered by the bursary programme. Quantity Surveying Civil Engineering Mechanical Engineering Industrial Engineering Expenses Covered By The SEDISA Trust Bursary Programme The following expenses are covered by the bursary programme: Tuition Accommodation Books costs. Eligibility Criteria For The SEDISA Trust Bursary Programme. The following are the minimum requirements. If you do not meet the following requirements your application will not be considered. Black Female (base on BBBEE codes) South African Citizen Strong academic track recor...
Read more