Customer Service Manager

Há 5 dias


Natal, Rio Grande do Norte, Brasil Hollywoodbets Tempo inteiro
About the Role

Hollywoodbets is seeking a highly skilled Customer Service Manager - Withdrawals to join our Contact Centre Department in Umhlanga. As a key member of our team, you will be responsible for ensuring the smooth operation of EFT withdrawals and managing the Withdrawals department.

Key Responsibilities
  • Manage daily operations of the Withdrawals department
  • Ensure all withdrawals and communications are functioning properly
  • Manage banking downtime and escalate issues as necessary
  • Provide exceptional customer service and follow up with customers
  • Monitor agent performance and provide coaching as needed
  • Report daily, weekly, and monthly statistics
  • Conduct monthly competitor analysis
  • Track volumes and project growth to inform recruitment decisions
  • Monitor time sheets and ensure all leave is processed
  • Sign off timesheets and overtime
  • Submit allowance and incentive documents to Payroll
  • Work closely with Payroll and HR to ensure new hires and terminations are processed
  • Perform monthly checks on the Withdrawals app and Payment Gateway Portal
  • Communicate with clients and VIP Client Liaison Manager/Officer
  • Update the website to inform customers of downtime
  • Manage queries and shortages efficiently
  • Recruit and manage the Withdrawals team
  • Revise controls and checks for EFT
  • Manage training and development within the department
  • Assist with new business development
  • Assist with salary sign off
  • Lead and develop the team
Requirements
  • 3 years management experience
  • 3 years operational support experience
  • 3 years financial services/banking experience
  • Exceptional working knowledge of MS Excel
  • Diploma/degree in generic management or finance/banking qualifications (bonus)
About You

We are looking for a highly skilled and experienced professional who can thrive in a fast-paced environment. You will be able to work under pressure, manage data security, and have excellent presentation and reporting skills. You will also be highly accountable, have strong planning and problem-solving skills, and excellent time management.

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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