Discovery: Contact Centre Consultant

Role Purpose: 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.

Responsibilities:

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

Requirements:

• Matric with Mathematics or Accounting
• Having a achieved a minimum of 50% in English in Matric
• Basic MS Office Skills

Experience:

• At least 12 months working experience in a customer services environment

Skills and 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
• Excellent verbal and written communication skills;
• Excellent administration skills;
• MS Office and PC literate
• Time Management