Business Unit: Discovery Connect
Function: Call Center / Contact Center
Date: 14 Oct 2024
Job Description
Assisting clients with queries and servicing requests of all Discovery products, within the required SLA.
Answering inbound calls timeously and making required outbound calls.
Managing all queries through to resolution.
Co-ordination of own administration.
Identifying sales opportunities.
Maintaining accurate details and statistics of all queries.
Key Outputs Answering inbound calls timeously and making required outbound calls Managing all queries through to resolution Co-ordination of own administration Identifying sales opportunities Maintaining accurate details and statistics of all queries Providing product information to all Discovery clients in line with standards and protocols Ownership and accountability of all telephonic and written queries Processing online service quotes Processing service changes/admin online and over billing periods Ensuring resolution to first time queries Personal attributes and skills Excellent numeric 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 Sales and Servicing experience Qualification & Experience At least 2-3 years' experience in a servicing or sales environment in an outbound or inbound environment. Excellent Communication skills FAIS accreditation – NQF 4 or 5 FAIS credits (Required) Regulatory exams (Minimum Requirement) Good Excel and Word skills
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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