Contact Centre Consultant - Fixed Term Contract

Business Unit: Discovery Health


Function: Call Center / Contact Center


Date: 18 Sep 2024


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 Attributes and Skills


Customer Centric
Empathetic


Education and Experience


Education:


Matric with Mathematics or Accounting minimum of 50% and above
Having 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


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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