Service Specialist LCBO - Talentpool - Sandton at Discovery Limited

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
• Basic MS Office Knowledge (Including, Excel, Word, Outlook)