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Outbound Concierge Consultant

Business:  Discovery Health
Function:  Call Center / Contact Center
Date:  08-Apr-2021

Discovery – Data Models Service Team

 

Outbound Concierge Consultant

 

About Discovery

 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

 

About the Area

People increasingly want to transact faster, on their terms, in fluid, and dynamic ways. The Discovery concierge team facilitates this need by proactively engaging members on their journey and guiding them on the most efficient ways of accessing relevant product information. We are often a client’s first impression of Discovery so we must have the best Discovery ambassadors in our team.

 

Job 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

 

Personal attributes and skills

The successful individual will be required to demonstrate the following 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

 

Qualification & Experience

  • Matric
  • Min 3 years’ call centre experience
  • Knowledge of the Discovery systems
  • Proficient in MS Office suite

 

The following are advantageous criteria for the position

 

  • Experience in an outbound tele-sales environment
  • Experience in the financial services industry 
  • Discovery Health product experience

 

 

 

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.

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.

Apply now »