Internship: Service Consultant at Discovery Limited

Key Purpose

• We are looking for Service Consultants who are client centric with a passion for customer service and who embrace our core purpose and and values through every interaction.

Areas of responsibility may include but not limited to:

• Dealing with multiple telephonic queries from Investors, Brokers and Franchises.
• Dealing with queries through to resolution.
• Dealing with queries focusing on client satisfaction and client retention outcomes.
• Accurate logging of all interactions.
• Achievement of product and soft skills knowledge targets
• Adhere to risk and compliance requirements
• Updating callers on the progress of their requests
• Ensuring that callers receive service in line with Discovery Standards
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
• Accurate record keeping and quality feedback to direct line manager
• Routing queries to the correct departments or teams for adequate resolution
• Responds quickly to the needs of their callers and to the reactions and feedback of callers
• Utilizing all the Discovery systems required for all calls, queries and correspondence

Competencies Required

• Excellent written and verbal communication
• Speak fluently
• Display empathy
• Good listening skills
• Professional always
• Self-Motivated and pro-active
• Service orientated and client centric
• Focus on customer needs and satisfaction
• Able to work under pressure and manage deadlines.
• The ability to deliver results and exceed customer expectations
• Sets high standards for quality integrated with quantity
• Monitors, maintains quality and productivity
• Works in a systematic, methodical and organised manner
• Consistently achieves objective and goals
• Adaptive to change
• Patient and objective
• Accepts new ideas and change initiates
• Adapts interpersonal style to situational circumstances
• Displays an interest in new experiences
• Rapidly learns new tasks and commits information to memory quickly
• Demonstrates an immediate understanding of newly presented information
• The ability to work positively with people in a team environment
• The ability to display respect for the views and contributions of others
• The ability to consult with others and share information and expertise with others
• Express opinions, information and key points of a discussion clearly
• Gathers comprehensive information to support decision making
• Be able to prioritize work, under pressure and manage deadlines

Personal Attributes and Skills 

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver
• Resourcefulness
• A Team Player
• Balances work and personal life
• Open to constructive feedback and learns from it
• Maintains a positive outlook
• Focuses productively in a pressurized environment
• Keeps emotions under control during difficult situations

Qualifications

• Matric
• Technical Knowledge and Experience
• A Minimum of solid 0 – 1 years
• Basic mathematical skills
• Proficiency in MS Office (MS Word, Excel, PowerPoint).