Discovery Health Is Hiring: contact centre consultant – South Africa

CLOSING DATE: NOT SPECIFIED

Key Purpose

To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.

Key outputs

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

Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
Achieving and exceeding key performance metrics relating to service delivery

Competencies and Skills

Behavioural Competencies

Delivering results and meeting customer expectations
Presenting and communicating information
Writing and reporting
Analysing
Deciding and initiating action
Working with people
Achieving personal work goals and setbacks
Following instructions and procedures

Skills

Excellent verbal and written communication skills;
Excellent administration skills;
MS Office and PC literate
Time Management

Personal Attribute and Skills:

Customer Centric
Empathetic

Education and Experience

Education:

Matric with Mathematics or Accounting
Having a achieved a minimum of 50% in English in Matric

Basic MS Office Skills

Experience

At least 12 months working experience in a customer services environment

Advantageous

The Business Writing Skill