Job Opportunities 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
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience

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Key Purpose of the role

• The successful candidate will be responsible for the analysis of data , generate reports, automation of reports and processes.

Job Category

• -The successful individual will be required to but not limited to the following key outputs:
•  Data coordinating and analysis on information retrieved / received.
•  Create and maintain reports that are required by various parties.
•  Ensuring quality of delivery.
• Assisting with compiling and maintenance of daily, weekly and monthly reports.
• Assisting with ad-hoc reports for relevant teams.
• Production queries and month end reporting
• Processing and monitoring of Linkages

Competencies

The successful candidate will be required to display the key competencies:

•  Analysis, judgment and problem-solving skills essential.
•  Planning and organisational skills must be well honed.
•  Must be able to control own work effort.
•  Tolerance of Stress.
•  Must be a Team player.
•  Strong Communication skills.
•  Must display tenacity and drive to accomplish tasks.
•  Must be able to work and manage deadlines.
•  Ability to Operate in a pressurised environment.
•  Liaise with Other MIS departments for obtaining relevant data and prioritizing data requests.
•  Produce Management reports.
•  Attention to detail.

Personal Attributes and skills:

• Own insured transport, cellphone and driver’s license
• Assertiveness
• Self-confidence
• Honest and ethical
• Resilience
• Perseverance
• Able to manage stressful situations
• Ability to work independently without supervision
• Self-Disciplined
• Able to influence and negotiate
• Persuasive
• Able to manage stress and stressful situations
• Results driven
• Build strong relationships
• Decisiveness

Qualifications and Experience:

Essential:

•  Tertiary qualification.
•  Stats / Math’s / Computer Science an advantage.
•  Proficient in Office 365, Advanced Excel,
•  PL SQL, MS SQL Server, Power BI advantages.
•  Minimum 2 years work experience in similar role.
•  Statistical analysis ability.

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Key purpose

• As part of the Marketing Content team, the Language Practitioner must write, rewrite, edit and proofread a variety of marketing and communication material. The aim is to ensure that all written material complies with company standards, legislative and regulatory requirements, and industry best practice.

 
Areas of responsibility
The Language Practitioner’s areas of responsibility may include but are not limited to:

• Editing, rewriting and proofreading a wide variety of content from different business areas, ensuring that the content is consistent with Discovery’s language guidelines and plain-language principles
• Writing original copy for a variety of communication channels based on briefs from different business areas
• Providing professional language advice to all stakeholders
• Generating creative ideas and providing strategic input and constructive feedback on content-related issues

 
Competencies
Knowledge

• Exceptional grasp of English language principles
• A keen understanding of and interest in plain language

Skills

• Excellent technical and creative writing skills
• Excellent editing and proofreading skills
• Ability to apply plain-language principles to a wide variety of document types
• Ability to adapt content for a specific audience

Attributes

• Exceptional attention to detail
• Excellent interpersonal skills and ability to work well in a team
• Excellent analytical and problem-solving skills
• Ability to work independently in a high-pressure, deadline-driven environment
• Ability to manage own workload and take initiative
• Ability to multitask and prioritise

 
Education and experience
Minimum qualification

• Three-year undergraduate degree or diploma (English, linguistics, journalism, marketing, communication or other relevant field)

 
Recommended qualifications

• Postgraduate qualification in a relevant field
• SATI accreditation in English copyediting
• Certificate or diploma in plain-language editing

 
Experience

• Extensive experience in copywriting and copyediting, especially in a business or technical environment
• Specific experience in plain-language editing
• Experience in digital communication
• High level of computer literacy, including the ability to research online and learn how to use new electronic tools