Contact Centre Consultant at Discovery Health X1

What is a Talent Pool?

In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available.

What does this mean for you?

It’s good news because it means, you will still go through the recruitment process (assessments, role plays and interviews) and if you meet our minimum criteria, will be next in line for consideration as soon as we require more staff.

You will remain as an active candidate on our database and we will update you on progress on a monthly basis.

Key Purpose

To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.

Key outputs

The successful applicant will be responsible for but not limited to the following job functions:

• Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved.
• Servicing our members in a customer centric way to ensure that we live by our service principles.
• Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced.
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood.
• Achieving and exceeding key performance metrics relating to service delivery.

Competencies and Skills

Behavioural Competencies

• Delivering results and meeting customer expectations
• Deciding and initiating action
• Analysing
• Resilient
• Following instructions and procedures
• Coping with pressure and setbacks
• Working with people
• Relating and networking
• Presenting and communicating information
• Persuading and influencing
• Learning and researching

 

Skills

• Excellent verbal and written communication skills.
• Excellent administration skills.
• MS Office and PC literate
• Time Management

 

Personal Attribute and Skills:

• Customer Centric
• Empathetic

Education and Experience

Education:

• Matric with Mathematics or Accounting
• Having achieved a minimum of 50% in English in Matric
•  Basic MS Office Skills

Experience

• At least 12 months of working experience in a customer service environment

Advantageous

• The Business Writing Skill

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.