NEW BUSINESS SERVICE CONSULTANT
Key Purpose of the role
To answer inbound calls, make outbound calls, resolve queries in real time from Franchises, Brokers and the public in line with Service Level Agreements.
To manage administration
Areas of responsibility may include but not limited to
As a service consultant, you may be required to work in both the inbound and outbound call center.
This would entail
To professionally resolve inbound queries from Franchises, Brokers and the public according to the required procedures and within agreed SLA's
To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
Answering inbound calls timeously
Dealing with email queries where necessary
Making outbound calls to brokers and members to request for further information that is outstanding for their applications
Calling members back timeously to provide comprehensive feedback on queries
Keeping stakeholders informed with regards to queries through to resolution
Maintaining accurate details of all queries
Data capturing
Coordinating individual and team administration
Ad-hoc functions where required
To keep abreast of product knowledge through continued professional development and learning
Competencies
Excellent numerical 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
Education and Experience
Minimum
At least 6 months client services experience (back office/client facing)
Matric
Excellent verbal and numeracy skills
Excellent communication skills (verbal and written), and comprehension of the English language
Computer literacy in the following:
MS Outlook
MS Excel
MS Word
Advantageous
1 year Discovery Health experience
6 months New Business Product experience
6 months call centre experience
Relevant Board qualification
FAIS accredited
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.