Contact Centre Consultant (Senior) at Discovery Limited

About the job

Key Purpose

To deliver world class service to all Discovery Health Members, Providers, Employer groups,and Brokers by resolving their queries through various channels, primarily over the telephone and via e-mail. The ability to communicate, mostly by writing to members, clearly and concisely is an important deliverable.

Areas Of Responsibility May Include But Not Limited To

• Servicing all key stakeholders telephonically and via e-mail, as well as 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 accurate and detailed statistics of all queries and correspondence, which must be reported on weekly

• 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.

Personal Attributes And Skills

• Presenting and communicating information (Communicating effectively)

• Delivering results and meeting customer expectations (Customer focus)

• Technology Savvy (Digital Focus)

• Working with people (Collaborating)

• Following instruction and procedures (Self-development)

• Situational Adaptability (Change fit)

• Learning and Researching (Nimble Learning)

• Writing and reporting (Communicating effectively)

• Analysing (Managing Complexity)

• Deciding and initiating action (Decision Quality)

Essential

Education, Skills, Knowledge and Experience

• Matric with Mathematics or Accounting -50% and above

• Having a achieved a minimum of 60% In English in Matric

• Degree/Diploma in Communications or Prior work experience where a strong component/focus was on corresponding with customers via e-mail or other digital channels

Specific Skills

• The Business Writing Skill is important in this role

Minimum Experience

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

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.