Contact Centre Consultant at Discovery

Key Purpose 

To take inbound calls, assist Discovery Health members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Key Outputs 

• Dealing with multiple telephonic queries from Discovery members, brokers, franchises, the public and internal parties
• Dealing with all queries through to resolution
• Keeping client up-to-date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
• Logging of all queries and routing all enquiries to correct departments
• Working on Discovery systems
• Keep up-to-date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first time resolution on all interactions
• Applying logic in all circumstances

Personal Attributes and Skills:

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks

Knowledge:

• All Discovery Health product and benefit knowledge
• Discovery Health Systems

Skills:

• Time Management
• Verbal and written communication

Qualifications & Experience Essential:

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience

Advantageous:

• Minimum of 6 months inbound call centre experience in a customer service environment
• Ability to speak another language

How to apply for this:

APPLY HERE

Closing date: 30/09/2016