FlexiCare Service Specialist - Talent Pool - Port Elizabeth at Discovery Limited

About The Gau Service Team

This team is primarily situated in Sandton and is one of four regional service teams. We take pride in excellent, world- class service delivery to our members, brokers and employer groups at all touch points in their journey. Our expectation of employees is to (1) be engaged, (2) deliver world class service to all internal and external stakeholders, as well as (3) take ownership for key responsibilities. This means speaking in a way that the person you are servicing can hear you smile, where going the extra mile is done effortlessly resulting in delighted stakeholders. It also means taking ownership of the business, and taking full accountability for the people you service; treating them as you would family. This can only be achieved by using your knowledge of our products and exceptional digital tools, staying humble, dazzling our stakeholders and always knowing that what you do matters!

Key Purpose

• To drive an end to end customer service experience by:
• Dealing with inbound and correspondence queries (telephonically, via email/letter and chat) from Intermediaries, Employers and Members

Areas of responsibility may include but not limited to

• Dealing with multiple telephonic queries from Discovery FlexiCare members, brokers, employers and franchises
• Dealing with all queries through the product lifecycle of the FlexiCare product to resolution
• Logging of all queries
• Keeping client up to date with their queries
• Ensuring excellent quality service to all clients
• Routing all enquiries to correct departments
• Working on Discovery systems
• Correctly applying Discovery FlexiCare processes and procedures
• Keep well-informed with Discovery FlexiCare product policy and product updates

Personal Attributes and Skills

• Delivering results and meeting customer expectations
• Deciding and initiating action
• Analyzing
• Following instructions and procedures
• Coping with pressure and setbacks
• Achieving personal work goals and setbacks
• Working with people
• Relating and networking
• Learning and researching
• Focuses on customer needs and satisfaction.
• Persuading and influencing
• Sets high standards for quality and quantity.
• Monitors and maintains quality and productivity
• Adapts to changing circumstances.
• Accepts new ideas and change initiatives.
• Adapts interpersonal style to suit different people or situations.
• Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
• Keeps emotions under control during difficult situations.
• All Discovery Health product and benefit knowledge.
• Discovery Health systems
• Time Management
• Verbal and written communication

Education and Experience

• Matric
• Working experience as a Contact Centre consultant
• Minimum 6 months Client Services experience
• Consistent performance in current role
• Basic MS Office Knowledge (Including, Excel, Word, Outlook)
• No IR issues