Customer Service Manager (Customer Care)
HollywoodbetsDurban, KwaZulu-Natal, South Africa2 days ago
Job description3 years management experience within a Contact Centre. Betting Knowledge. Relevant degree / diploma. 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 is adequately able to attend to queries around customer accounts, audits and promotions. Enhance service delivery by improving processes and collaborating with internal departments, focusing 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. Promote Hollywood brand and image consistently 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. Customer Service Excellence. Demonstrates exceptional attention to detail. Strong People Management and problem‑solving skills. Excellent reporting abilities. Advanced working knowledge of MS Office. Knowledge of the various betting types and platforms.
Customer Service Manager (Customer Care)
Join to apply for the Customer Service Manager (Customer Care) role at Hollywoodbets
We have amazing opportunities for this role to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
Responsibilities
Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s 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’s reach for the stars.
This role will be responsible for the management of the Customer Care team to ensure operational excellence, exceptional customer service, and alignment with business objectives. This role focuses on the management of systems and processes, compliance with legislative requirements, resources and human capital, shift and workforce planning.
With Hollywoodbets You Will
- Innovate and create as part of a like‑minded, authentic Team eager to achieve goals.
- Embrace challenges and the thrill of working in a vibrant and fast‑paced industry.
- Grow with our development plans and culture that allows you to further your career.
You Bring
A Bonus To Have
What You’ll Do For The Brand
What You’ll Bring To The Team
So, are you ready to level up, learn, and perform at your best? Apply now! Please note that only applicants who meet the stipulated minimum requirements will be considered.
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Customer Service • Durban, KwaZulu-Natal, South Africa
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