Contact Centre Consultant (Talent Pool)

Job Summary

To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.

Key Outputs

The successful applicant will be responsible for but not limited to the following job functions:

• Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
• Servicing our members in a customer centric way to ensure that we live by our service principles
• Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
• Achieving and exceeding key performance metrics relating to service delivery

Competencies and Skills

Behavioural Competencies

• Delivering results and meeting customer expectations
• Presenting and communicating information
• Writing and reporting
• Analysing
• Deciding and initiating action
• Working with people
• Achieving personal work goals and setbacks
• Following instructions and procedures

Skills

• Excellent verbal and written communication skills
• Excellent administration skills
• MS Office and PC literate
• Time Management
• Personal Attribute and Skills: Customer Centric Empathetic

Education and Experience

• Education: Matric with Mathematics, Mathematics Literacy or Accounting with a minimum of 50%
• Having a achieved a minimum of 50% in English in Matric
• Additional: Any post matric qualification which replaces the above Matric requirements
• Basic MS Office Skills
• Experience: At least 12 months working experience in a customer services environment
• Advantageous: The Business Writing Skill

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

How to Apply

Apply now » https://careers.discovery.co.za/talentcommunity/apply/1383177433/?locale=en_GB