Key Purpose
To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.
Key outputs
The successful applicant will be responsible for but not limited to the following job functions:
Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
Achieving and exceeding key performance metrics relating to service delivery
Competencies and Skills
Behavioural Competencies
Delivering results and meeting customer expectations
Deciding and initiating action
Analysing
Resilient
Following instructions and procedures
Coping with pressure and setbacks
Working with people
Relating and networking
Presenting and communicating information
Persuading and influencing
Learning and researching
Skills
Excellent verbal and written communication skills;
Excellent administration skills;
MS Office and PC literate
Time Management
Personal Attribute and Skills:
Customer Centric
Empathetic
Education and Experience
Education:
Matric with Mathematics or Accounting minimum of 50% and above.
Having a achieved a minimum of 50% in English in Matric
Basic MS Office Skills
Experience
At least 12 months working experience in a customer services environment
Advantageous
The Business Writing Skill