Hollywoodbets is looking for three Subject Matter Experts in Customer Care to enhance service delivery and provide expert guidance within our contact centre. The ideal candidates will have experience in contact centre operations and a strong background in customer care processes.
Closing date: 27 March 2025
Location: Umhlanga, KwaZulu-Natal
Key Responsibilities
Process Improvement:
- Identify gaps in existing processes and collaborate with team leaders and the training team to address challenges.
- Review Standard Operating Procedures (SOPs) weekly and implement necessary changes.
Knowledge Sharing and Training:
- Circulate and train the team on policies and procedures.
- Maintain up-to-date knowledge of products, services, promotions, and system functionalities to facilitate knowledge sharing.
- Facilitate quizzes and activities with the training team to enhance team understanding.
Support and Onboarding:
- Provide real-time support across various platforms to drive service delivery improvements.
- Complete onboarding training for new team members.
Compliance and Quality Assurance:
- Monitor compliance with company policies and internal control procedures.
- Work closely with the Quality Assurance team to identify training needs and implement initiatives.
- Ensure adherence to training schedules and report deviations to management.
Reporting and Equipment Management:
- Submit accurate reports as per internal requirements.
- Manage equipment such as TVs and laptops, escalating issues to the IT team as needed.
Issue Resolution:
- Escalate system issues to relevant teams and follow up until resolved.
- Attend to ad-hoc functions as required by operational needs.
Requirements
- Education: Matric.
- Experience: Contact centre experience.
- Skills: Strong communication and collaboration skills, ability to work effectively in a team environment.