New business Service consultant - Inbound (Fixed Term Contract)

Business Unit: Discovery Health Function: Call Center / Contact Center Date: 4 Nov 2024

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

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 within the agreed SLA.
• Answering inbound calls timeously.
• Dealing with email queries where necessary.
• Making outbound calls to brokers and members to request 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. #J-18808-Ljbffr