Key Purpose
The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.
Areas of responsibility may include but not limited to
Providing telephonic and email support in the Technical Support Centre Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence. Comprehensively understand and investigate complaints relating to policy, protocol and benefits. Tracking and identifying trends and revert with feedback to appropriate parties. Keeping accurate and comprehensive stats on a daily, weekly and monthly basis. Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries. Keeping abreast of Discovery Employee Benefits schemes and in-house products, protocols and policies. Data analysis and reporting to various stakeholder
Personal Attributes
High Sense of urgency and understanding of efficient and effective client service High EQ Excellent communication skills, verbal and written Action orientated Career Ambition Strong Interpersonal skills Customer focus Peer relationships Takes initiative Decision making Ability to work independently and within a team environment Problem solving Judgement
Education and Experience
NQF level 6 equivalent qualification. Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous) 1 year customer service experience in a Contact Centre environment Track record of client query resolution Excellent written and verbal communication skills in English Intermediate computer literacy in Microsoft Office Preference will be given to Employee Benefit experience Must be able to work on a Saturday
How To Apply
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Make sure you are logged in and your email is verified(Register if you dont have an account).
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Click the Apply Now button above.
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Your default email application or application link will open.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Send your application before the closing date.
Note: Only shortlisted candidates are contacted.
