Hollywoodbets Is Hiring: Contact Center Subject Matter Expert X10 – South Africa

Closing Date: 24 March 2023

Job Description

Hollywoodbets has an exciting opportunity available for X10 Contact Center Subject Matter Expert to be based at Umhlanga, Durban. The position will be responsible for the daily support of team members in the Contact Center, ensuring that work is conducted accurately and timeously. The Contact Center SME will follow the internal control procedures in ensuring that the team are supporting customers. The Contact Center SME are the source of knowledge and will provide support and coaching to team members.

Minimum Requirements:

Relevant product / industry experience.

Minimum 6 months Call Centre Experience.

Key Responsibilities:

Provide knowledge, resources and information to support agents.

Address customers concerns accurately and timely.Assist advisors with material request and account updates.Ensure accuracy of the content.Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.

Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches.
Walk through the floor to ensure all agents are logged in, productive and adhering to schedules.
Coach – instruct and train all employee/s with the aim to fulfil a goal in order to develop specific skill/s in an enthusiastic, motivating manner.
Check that team members are trained to effectively deal with betting enquiries, account information queries and lodging complaints. Recommend additional training where necessary to the Manager.
Ensure compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.

Ensure the department is fully knowledgeable on all promotions at any given time.Ensure that the company brand and image is promoted through excellent customer service.Ensure queries are resolved timeously and at point of call where possible. Escalates difficult queries to Team Leader for resolution.

Provide key insights to Training & Managers on gaps and training needs.Escalates disciplinary issues and poor performance procedures issues to the Team Leader.This is a position of trust and high ethical standards are expected within this role.Any other ad hoc duties that might be required.


Good communication and Interpersonal skills.

Demonstrate high sense of accountability.Demonstrates an exceptional level of customer service and quality standard.Demonstrates ability to pay attention to detail.Ability to coach, train and facilitate workshops in a professional manner.Execute a variety of functions within a business administrative environment. Plan and organize administrative functions proactively. Collect information and ensure accuracy of information.Basic understanding and application of numerical concepts and calculations.

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

Please be advised that should you not be contacted within 30 days, kindly consider your application to be

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