Vitality Health International Service Consultant - Talent Pool at Discovery Limited

Key Purpose

To take inbound calls, assist Africa Health Insurance 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 Africa Health Insurance 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 Africa Health Insurance 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
• Competencies
• 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
• Able to work between shifts allocated
• Knowledge
• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems

Skills

• Time Management
• Verbal and written communication

Qualifications & Experience

Essential

• Matric
• Minimum 50% in English, Math/ Math literacy or Accounting
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience