Discovery - Contact Centre Consultant vacancies

Job type: Permanent

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 

Behavioral Competencies
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 Qualifications & Experience Essential

Matric
Basic MS Office Knowledge
Minimum of 12 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 ONLINE

Closing date: 25-02-2017