Discovery – Health

GHS Service Consultant (Portuguese Speaking – Day & Night Shift)

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 Discovery Africa Team

Discovery Africa is a subsidiary of Discovery Health and strategically extends Discovery’s reach through delivery in key business activities:

Provision of Health insurance products underpinned by Vitality and Shared value principles, targeting growth across the African continent. Products are currently sold in: DRC, Mozambique, Kenya, Zambia, Ghana, Nigeria and Tanzania.

Third Party Administration services provided to global, multi-national insurance organisations. Coverage extends to all countries on the African continent (except CAR and Guinea Bissau)

24/7 Medical assistance to inbound travellers to South Africa and outbound travellers to the rest of the world. This includes Discovery Health members covered under the international travel benefit (ITB).

Key Purpose

To drive an end to end customer service experience by:

• To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Areas of responsibility may include but not limited to

• Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
• Dealing with all queries through to resolution
• Keeping client 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 enquiries to correct departments
• Working on Africa Health Insurance systems
• Keep up to date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first-time resolution on all interactions
• Applying logic in all circumstance
• Ability to work, day and night shift

Personal Attributes and Skills

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks
• Able to work between shifts allocated
• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems
• Time Management
• Verbal and written communication

 Education and Experience

• Matric
• Basic MS Office Knowledge
• Minimum of 12 months customer service experience
• Minimum of 12 months inbound call centre experience in a customer service environment
• Ability to speak to Portuguese

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.