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Discovery Connect Escalations Consultant (JHB)Business Unit: Discovery Connect
Function: Call Center / Contact Center
Date: 8 Jan 2025
About DiscoveryDiscovery's core purpose is to make people healthier and to enhance and protect their lives.
We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.
Our fast-paced and dynamic environment enables smart, self-driven people to be their best.
As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
Job DescriptionAssisting clients with queries and servicing requests on their policies within the required SLAManaging all queries through to resolutionCo-ordination of own administrationMaintaining accurate details and statistics of all queriesResolve highly escalated queries swiftly and efficientlyProvide feedback to business regarding the nature and root cause of escalationsWorking according to set targetsCommunicating outcomes to complainants verbally and in writingIdentifying and proposing solutions to process and service related failuresBuilding and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queriesKey PurposeAssisting the Relations Specialists in resolution of escalated complaints and queries.The successful applicant will be responsible for but not limited to the following broad job functions:Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery Card products.Liaising internally with the staff and management of the relevant departments within Discovery Holdings.Personal Attributes and SkillsHave sales ability and be persuasiveBe friendly, sincere, confident, courteous and positiveBe self-managedHave excellent administration skills and be extremely organizedHave the ability to deal with changeBe able to maintain confidentialityHave excellent telephone skillsHave excellent verbal and written communication skillsBe self-motivated and pro-activeBe able to prioritize, work under pressure and manage deadlinesBe a team playerBe resilientBe service orientated and customer focusedQualification & ExperienceMatricExcellent English and Afrikaans spoken would be beneficialGood Excel and Word skillsNQF 4 or 530 + FAIS CreditsRE51yr + Experience in Client Services or EscalationsEmployment EquityThe 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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