Outbound Concierge Consultant - Proactive Services - WCP

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 5 Jun 2026

Key Purpose	The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Key Outputs	The successful individual will be required to perform on, but not limited to the following key outputs: Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance. Gauge the members existing level of digital proficiency. Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms. Make use of a multi-channel approach in engaging with the members. Improving client experience Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms. Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service. Gather data and information on client needs and experiences of the existing digital channels and platforms. Provide structured feedback to relevant stakeholders regarding digital channel enhancement opportunities and evolving members needs. Servicing our members in a customer centric way to ensure that we live by our service principles Ensuring excellent quality service to all members

Competencies	Behavioral Competencies
	Digitally savvy Ability to sense and interpret levels of readiness to adopt a particular digital channel. Customer Centric Ability to transfer and relay information on various levels Probes for further information or greater understanding of a problem Can facilitate skills transfer using multiple channels Adapts to changing circumstances Promotes ideas on behalf of self or others Takes initiative, acts with confidence and works under own direction Initiates and generates activity Upholds ethics and values Demonstrates integrity Establishes good relationships with members Assertive and confident Diplomatic and tactful Speak fluently (accent neutral) English/Afrikaans Knowledge Experience in an outbound tele-sales environment Experience in the financial services industry Discovery Health product experience Skills Time Management Verbal and written communication Interpersonal skills
Qualifications & Experience	Essential Matric Min 3 years’ call centre experience Knowledge of the Discovery systems Proficient in MS Office suite Advantageous Minimum 12 months experience dealing with members/brokers Minimum 12 months credit control or related financial experience Face-to-Face experience Relevant tertiary qualification

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.