Contact Centre Consultant FTC Job at Discovery Limited

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
• Deciding and initiating action
• Analysing
• Resilient
• Following instructions and procedures
• Coping with pressure and setbacks
• Working with people
• Relating and networking
• Presenting and communicating information
• Persuading and influencing
• Learning and researching

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 minimum of 50% and above.
• 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