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Contact Centre Consultant - Talent Pool

Business:  Discovery Health
Function:  Call Center / Contact Center
Date:  30-Sep-2020

Contact Centre Consultant – Talent Pool
Please note that this ad is to build a Talent Pool.

 

Key Purpose:    To take calls and assist all Discovery clients with queries and provide query resolution
    
Key Outputs: 
• Dealing with multiple telephonic queries from Discovery members, brokers, franchises, the public and internal parties.
• Dealing with all queries through to resolution
• Keeping clients up-to-date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis 
• Logging of all queries and routing all enquires to correct departments
• Working on Discovery systems
• Keep up-to-date with policy and product changes
• Assisting with escalated queries from brokers and franchises
• Assisting with written correspondence where necessary

    
Competencies:
• Self motivated and pro-active
• Team player
• Assertiveness and can easily adapt to change
• Able to prioritise and work under pressure 
• Very organised, positive, and service orientated 
• Professional at all times 
• Attention to detail
• Passion for service
• Emotional maturity
• Resilience
• Innovation and Optimism
• Problem Solving
• Excellent verbal and written communication
• Excellent administration skills
    

Qualifications & Experience
Essential:
• Matric
• Be proficient in English
• Computer literate
• Proficient on MS Office
• Be willing to work in a call centre environment on a long term basis.
• Minimum of 6 months experience in a customer service environment

Advantageous: 
• Minimum of 12 months inbound call centre experience in a customer service environment
• Proficient in a second language


 

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.

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