Responsibilities<\/p>\n
\tBeing a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa\u2019s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that\u2019s 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\u2019s reach for the stars.
\n\tWe have an amazing opportunity for an Escalations Consultant be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
\n\tAs an Escalation Consultant, primary duties are to\u00a0research and resolve customer escalations\/queries received by any channel (internal\/external). Communicate with customers directly to resolve issues and follow up when necessary\u00a0and ensure that you identify and give feedback on any common issues and concerns. They are the owner of the query end to end.<\/p>\n
You Bring:<\/p>\n
\tCall Centre Experience (1 year +)
\n\tCustomer Service Experience ( 1 year +)
\n\tKnowledge of all internal processes and products<\/p>\n
A Bonus to have:<\/p>\n
\tDegree\/Diploma in related field.<\/p>\n
What You\u2019ll do for the Brand:<\/p>\n
Operational Duties<\/p>\n
\tHandle incoming customer escalations\/queries through any channel.
\n\tListen to customer concerns empathetically and professionally.
\n\tProvide clear, concise, and accurate information to customers regarding their escalations\/queries.
\n\tInvestigate and resolve customer escalations\/queries in a timely and effective manner.
\n\tCollaborate with other departments to gather necessary information and provide comprehensive solutions, which may include but are not limited to Withdrawals, Deposits, and Marketing.\u00a0
\n\tEscalate complex or unresolved escalations\/queries to the appropriate departments or managers as needed however always keeping the customer in the loop.
\n\tAdditional work items may fall within the scope outside of escalations\/queries.
\n\tMaintain detailed records of customer interactions, escalations\/queries, and resolutions in the company’s CRM system.
\n\tGenerate reports on complaint trends and provide insights to management for continuous improvement.
\n\tEnsure compliance with company policies and regulatory requirements in all interactions and documentation.
\n\tFollow up with customers to ensure their issues are resolved to their satisfaction.
\n\tSeek feedback from customers to improve the complaint-handling process and overall customer experience.
\n\tStrive to exceed customer expectations and enhance the company’s reputation for excellent service.
\n\tParticipate in training sessions to stay updated on product knowledge, company policies, and customer service best practices.
\n\tSuggest and implement improvements to the escalations\/queries handling process to enhance efficiency and customer satisfaction.
\n\tStay informed about industry trends and developments to provide better service to customers.
\n\tAny other ad-hoc duties as required by management.\u00a0<\/p>\n
What You\u2019ll Bring to the Team:<\/p>\n
\tCustomer-centric mindset
\n\tEmpathy and Active Listening
\n\tPatience and resilience
\n\tReporting
\n\tAttention to detail
\n\tTeam player with collaborate approach
\n\tInternet betting<\/p>\n
Apply Before 12\/07\/2025<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Hollywoodbets","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Hollywoodbets have been revolutionising betting within South Africa since 1999 and we are currently making inroads further into Southern Africa. As a frontrunner in our industry we are always finding new ways to give our customers the best betting experience. Our sports betting site features a la... read morerge variety of events and markets to bet on, with expert betting support both online and in store. We offer local and international horse racing betting, an extensive range of sports betting from soccer to American Sports as well as our fantastic Lucky Numbers international lottery offering. Betting is offered 365 days a year. We are also proud to provide live betting with our Live In-Play and Betgames Africa options. After opening our first branch in Durban in the year 1999 we took the leap and joined the online community with the launch of our website www.hollywoodbets.net in 2006. Our mobisite www.hollywoodbets.mobi was created soon after that in 2009 as the business expanded. Hollywoodbets now has over 80 branches spread across six of South Africa\u2019s provinces as well as one branch in Mozambique. Additionally, we provide our customers with a variety of betting platforms including USSD betting, via our Phone-A-Bet call centre, the mobisite and website as well as the feature phone application. Our values include service excellence, commitment to achieving our objectives, ubuntu, integrity, innovation, enthusiasm and accountability, and they underpin everything we do. For that reason we believe in investing in our team, and we\u2019ve seen many people rise through the ranks. Hollywoodbets strongly believes in investing in the communities that we operate in, and we support charitable organisations and grassroots sports teams around SA on an annual basis. For more on the Hollywoodbets My Community Programme please visit our dedicated sites http:\/\/csi.hollywoodbets.net\/ and http:\/\/sponsor.hollywoodbets.net\/.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":["post-23461","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/23461","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=23461"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=23461"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=23461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}