New Business Service Consultant - Inbound-Fixed Term Contract at Discovery Limited

Key Purpose


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 centre.


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


Personal Attributes and Skills


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


Behavioural Competencies


Delivering Results and Customer Excellence
Adaptability and Resilience
Problem Solving and Analytical Thinking
Customer Relationship Building
Persuasion and Influence
Ownership and Proactive Action


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