Key Purpose
To drive an end to end customer service experience by:
Dealing with inbound and correspondence queries (telephonically, via email/letter and chat) from Intermediaries, Employers and Members
Areas of responsibility may include but not limited to
Dealing with multiple telephonic queries from Discovery FlexiCare members, brokers, employers and franchises
Dealing with all queries through the product lifecycle of the FlexiCare product to resolution
Logging of all queries
Keeping client up to date with their queries
Ensuring excellent quality service to all clients
Routing all enquiries to correct departments
Working on Discovery systems
Correctly applying Discovery FlexiCare processes and procedures
Keep well-informed with Discovery FlexiCare product policy and product updates
Personal Attributes and Skills
Delivering results and meeting customer expectations
Deciding and initiating action
Analyzing
Following instructions and procedures
Coping with pressure and setbacks
Achieving personal work goals and setbacks
Working with people
Relating and networking
Learning and researching
Focuses on customer needs and satisfaction.
Persuading and influencing
Sets high standards for quality and quantity.
Monitors and maintains quality and productivity
Adapts to changing circumstances.
Accepts new ideas and change initiatives.
Adapts interpersonal style to suit different people or situations.
Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
Keeps emotions under control during difficult situations.
All Discovery Health product and benefit knowledge.
Discovery Health systems
Time Management
Verbal and written communication
Education and Experience
Matric
Working experience as a Contact Centre consultant
Minimum 6 months Client Services experience
Consistent performance in current role
Basic MS Office Knowledge (Including, Excel, Word, Outlook)
No IR issues