Customer Experience Champion

Hollywoodbets - Kempton Park, Gauteng

Closing date yi 23 ka November 2020

Purpose

Hollywoodbets has an exciting opportunity available for a Customer Experience Champion within Kempton Park, Gauteng.
This role is to support the operations of the Mobile Department, in assisting within the branch related to Customer service, FICA queries and marketing of the Hollywood brand.

Requirements

Minimum of 1-year sales/marketing/promotional experience.
1 Year FICA / Helpline experience.
1 Year betting experience.
Willingness to do shift and weekend work.
MS Office – intermediate to advanced Excel (Advantageous).

Skills & Competencies

Excellent communication and interpersonal skills.
Impressive planning, organizational and time management skills.
Excellent knowledge of operating systems, Mobile TUV, betting procedures.
Demonstrates exceptional attention to detail.
Strong People Management skills and problem-solving skills.
Good report writing skills (Verbal and written).

Responsibilities

Ensure the accuracy of daily/weekly/monthly reporting statistics.
Ensure documents are obtained and timeously allocated to the correct account and account statuses are updated accordingly for all new customers and first-time withdrawals via the branch.
Ensure FICA folder is updated consistently and that documents are filed in line with specific requirements stipulated by the management team.
Establish contact with non-ficad active clientele and ensure submission of FICA documents within specified timeframe where applicable.
Ensure all communication with clientele is documented on the system and an easily visible trail of communication is detailed.
Ensure queries are resolved timeously and at the first engagement where possible.
Ensure good customer service principles are displayed in dealings with customers and efficient turnaround times regarding account queries related to FICA.
Drive account acquisition and TUV and VAS sales in the branch and achieve the set daily, weekly, monthly targets consistently.
Comply with company and department policies, procedures and standard operating procedures.
Addresses queries related to TUV and VAS products and betting and ensure resolution.
Assist and respond to customer questions regarding problems with withdrawals, particularly first time.
Lodging of complaints – ensures swift feedback is given to the customer, information is gathered from the Punter and the system and this is escalated to the support departments for resolve and feedback.
Markets the brand, builds and establishes rapport with the customer.
Carry out additional ad-hoc tasks as and when required by the business.

Additional Information

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 unsuccessful.