Service Specialist - Sandton at Discovery Limited

Key Purpose of the role

To respond to incoming e-mails from clients, brokers, franchises and third parties with consent. Answer inbound calls from clients, brokers, franchises and third parties. Completion of outbound campaigns. Member survey reporting and feedback. Monitoring of Contact Centre Queue and support to Service Consultants. Downloading of Daily, Weekly and monthly Stats.

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• Answering inbound calls from all stakeholders timeously
• Making outbound calls to all stakeholders
• All general correspondence queries
• Dealing with queries through to resolution.
• Logging all queries and keeping clients updated with query resolution process.
• Completing administrative tasks in keeping accurate detailed stats of all queries / correspondence.
• Routing all queries to the correct department.
• Dealing with irate customers.
• Member Survey Reporting and Feedback.
• To develop or suggest improvements to processes or systems.
• To keep abreast of product developments in order to provide advise across various products.
• Data capturing
• Coordinating own and team’s administration
• Working according to set targets and ensuring that customer satisfaction is constantly attained.
• Dealing with escalated calls and queries where the core consultant could not provide first time resolution DI-HR-Job Spec-Service Specialist - March 2016 (002) Competencies
• Makes prompt, clear decisions, which may involve tough choices or considered risks.
• Takes responsibility for actions, projects and people.
• Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.
• Upholds ethics and values. Demonstrates integrity.
• Promotes and defends equal opportunities, builds diverse teams.
• Encourages organisational and individual responsibility towards the community and the environment.
• Establishes good relationships with customers and staff.
• Builds wide and effective networks of contacts inside and outside the organisation.
• Relates well to people at all levels. Uses humour appropriately to enhance relationships with others.
• Makes a strong personal impression on others.
• Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others.
• Manages conflict.
• Analyses numerical data, verbal data and all other sources of information.
• Breaks information into component parts, patterns and relationships.
• Probes for further information or greater understanding of a problem.
• Makes rational judgements from the available information and analysis.
• Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system.
• Focuses on customer needs and satisfaction.
• Sets high standards for quality and quantity.
• Monitors and maintains quality and productivity.
• Works in a systematic, methodical and orderly way. Consistently achieves project goals.
• Appropriately follows instructions from others without unnecessarily challenging authority.
• Follows procedures and policies.
• Keeps to schedules.
• Arrives punctually for work and meetings.
• Demonstrates commitment to the organisation.
• Complies with legal obligations and safety requirements of the role.
• 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.
• Works productively in a high-pressure environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it. Qualifications & Experience

Personal Attributes and Skills     

The successful candidate must demonstrate the following competencies:

• Highly analytical
• Delivering Results and Meeting Customer Expectations
• Planning & Organizing
• Speed and accuracy
• Competent and reliable
• Willingness to learn and give ideas
• Good communication skills
• Candidate needs to be a Self-Starter
• Deadline Driven
• Service orientated

Education and Experience

• 2 years’ experience in the financial services industry
• 2 years Inbound call centre experience
• Matric
• Excellent verbal and numeric ability.
• Excellent communication skills and comprehension.
• 2 years’ experience working within a Correspondence team