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New business Service consultant - Inbound

Business Unit:  Discovery Health
Function:  Call Center / Contact Center
Date:  13-Jan-2022

Key Purpose of the role

 

  • To answer inbound calls, make outbound calls, resolve queries in real time from Franchises, Brokers and the public in line with Service Level Agreements.
  • To manage administration

 

Areas of responsibility may include but not limited to

 

As a service consultant, you may be required to work in both the inbound and outbound call center.

This would entail

  • To professionally resolve inbound queries from Franchises, Brokers and the public according to the required procedures and within agreed SLA’s
  • To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
  • Answering inbound calls timeously
  • Dealing with email queries where necessary
  • Making outbound calls to brokers and members to request for further information that is outstanding for their applications
  • Calling members back timeously to provide comprehensive feedback on queries
  • Keeping stakeholders informed with regards to queries through to resolution
  • Maintaining accurate details of all queries
  • Data capturing
  • Coordinating individual and team administration
  • Ad-hoc functions where required
  • To keep abreast of product knowledge through continued professional development and learning
     
     

Competencies

 

  • Excellent numerical and verbal ability
  • Exceptional communication skills – predominantly listening skills i.e. identifying the problem
  • Assertiveness, combined with patience and tolerance
  • Pro-active problem solver, showing initiative
  • Good time management skills
  • Professionalism
  • Attention to detail

 

Education and Experience

 

Minimum

  • At least 6 months client services experience (back office/client facing)
  • Matric
  • Excellent verbal and numeracy skills
  • Excellent communication skills (verbal and written), and comprehension of the English language
  • Computer literacy in the following:
  • MS Outlook
  • MS Excel
  • MS Word

 

Advantageous

  • 1 year Discovery Health experience
  • 6 months New Business Product experience
  • 6 months call centre experience
  • Relevant Board qualification

FAIS accredited

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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