Overview
Customer Service Manager (Customer Care) Jobs in Durban, KwaZulu-Natal, South Africa at Hollywoodbets
Title: Customer Service Manager (Customer Care)
Company: Hollywoodbets
Location: Durban, KwaZulu-Natal, South Africa
Job Description
- Matric (Advantageous)
Responsibilities
- Provide direction and communication to teams, ensuring all targets are met.
- Prompt query resolution, with a focus on first-time resolution.
- Maintain service levels and performance standards across Customer Care operations.
- Drive Performance Management, Career Pathing and Succession Planning with IDP and PIP compliance.
- Attract, select, employ, and retain top talent and ensure that we comply with company EE targets.
- Handle escalations, disputes and crisis situations effectively until resolved.
- Foster a high-quality, positive work environment that motivates and engages team members.
- Identify and address training needs, collaborating with support teams to drive initiatives. Ensure that the team are adequately able to attend to queries around customer accounts, audits and promotions.
- Enhance service delivery by improving processes and collaborating with internal departments, focus on innovation with customer service delivery.
- Monitor customer satisfaction, analyse issues and implement solutions to improve service.
- Communicate accurate performance metrics to the department manager and provide regular updates on operational progress.
- Drive compliance with Company policies, procedures and regulations whilst maintaining confidentiality and ethical standards.
- Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
- Ensure effective staffing and resource management through accurate scheduling.
- Hollywood brand and image are consistently promoted through excellent service delivery.
- Lead by example and live the Hollywoodbets values.
- Create and manage an effective Rewards and Recognition program.
- Attend to ad-hoc functions as required due to operational requirements.
Qualifications
- Managment experience within a contact centre (preferably within the betting or gaming industry) – (Essential)
