Contact Centre Consultant - Talent Pool

What is a Talent Pool?
In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available.
What does this mean for you?
It's good news because it means you will still go through the recruitment process (assessments, role plays, and interviews) and if you meet our minimum criteria, you will be next in line for consideration as soon as we require more staff.
You will remain as an active candidate on our database and we will update you on progress on a monthly basis.
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 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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