Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have amazing opportunities for X6 Escalations consultants. Do you think you have what it takes to be our Purple Star?

The purpose of this role is to research and resolve customer escalations/queries received by any channel (internal/external). Communicate with customers directly to resolve issues and follow up when necessary and ensure that you identify and give feedback on any common issues and concerns. They are the owner of the query end to end.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 2 – years call center experience
• 2 – years customer service experience
• Knowledge of internal process and products

A bonus to have

• Studying towards relevant degree/ diploma
• SME experience

What You’ll Do For The Brand:

• Handle incoming customer escalations/ queries by any channel.
• Listen to customer concerns empathetically and professionally.
• Provide clear, concise, and accurate information to customers regarding their escalations/queries.
• Collaborate with other departments to gather necessary information and provide comprehensive solutions, which may include but are not limited to Withdrawals, Deposits, and Marketing.
• Escalate complex or unresolved escalations/queries to the appropriate departments or manager as needed however always keeping the customer in the loop
• Additional work items may fall within the scope outside of escalations/queries
• Maintain detailed records of customer interactions, escalations/queries, and resolutions in the company’s CRM system
• Generate reports on complaint trends and provide insights to management for continuous improvement
• Ensure compliance with company policies and regulatory requirements in all interactions and documentation
• Follow up with customers to ensure their issues are resolved to their satisfaction
• Seek feedback from customers to improve the complaint-handling process and overall customer experience
• Strive to exceed customer expectations and enhance the company’s reputation for excellent service
• Participate in training sessions to stay updated on product knowledge, company policies, and customer service best practices
• Suggest and implement improvements to the escalations/queries handling process to enhance efficiency and customer satisfaction
• Stay informed about industry trends and developments to provide better service to customers

What You’ll Bring To The Team:

• Strong attention to detail
• Understanding of the internet betting platforms (website and functionally)
• Excellent reporting skills (verbal- and written)
• Excellent communication skills
• Ability to work under pressure in a fast – paced growing environment

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