Discovery'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.About Discovery InvestDiscovery Invest is an ever-growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world-class service to our internal and external clients, thereby ensuring long and sustainable relationships.Key PurposeWe are looking for Service Consultants who are client-centric with a passion for customer service and who embrace our core purpose and values through every interaction.Areas of responsibility may include but are not limited to:Dealing with multiple telephonic queries from Investors, brokers, and franchisesDealing with queries through to resolutionDealing with queries focusing on client satisfaction and client retention outcomesAccurate logging of all interactionsAchievement of product and soft skills knowledge targetsAdhere to risk and compliance requirementsUpdating callers on the progress of their requestsEnsuring that callers receive service in line with Discovery StandardsResponsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondenceAccurate record keeping and quality feedback to direct line managerRouting queries to the correct departments or teams for adequate resolutionUtilising all the Discovery systems required for all calls, queries, and correspondencePersonal Attributes and SkillsThe ability to work positively with people in a team environmentThe ability to display respect for the views and contributions of othersThe ability to be supportive, caring, and interestedThe ability to consult with others and share information and expertiseSpeak fluentlyExpress opinions, information, and key points of a discussion clearlyRespond quickly to the needs of their callers and to the reactions and feedback of callersThe ability to deliver results and exceed customer expectationsFocus on customer needs and satisfactionSets high standards for quality integrated with quantityMonitors, maintains quality and productivityWorks in a systematic, methodical, and organised mannerConsistently achieves objectives and goalsAdaptive to changePatient and objectiveAccepts new ideas and change initiativesAdapts interpersonal style to situational circumstancesDisplays an interest in new experiencesRapidly learns new tasks and commits information to memory quicklyDemonstrates an immediate understanding of newly presented informationGathers comprehensive information to support decision makingMaintains a positive outlookFocuses productively in a pressurised environmentKeeps emotions under control during difficult situationsOpen to constructive feedback and learns from itBalances work and personal lifeExcellent verbal and communication skillsSelf-motivated and proactiveBe able to prioritise work under pressure and manage deadlinesProfessional at all timesA team playerResilientService-oriented and client-centricEducation and ExperienceMatricA minimum of 2 years Call Centre experienceA minimum of 1 year's experience within the financial services industryWorking experience within a LISP would be advantageousRelated BComm Degree is advantageousBasic mathematical skillsBroker knowledge and understanding is advantageousEMPLOYMENT 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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