Outbound Concierge Consultant - Proactive Services - WCP at Discovery Limited

Key Purpose

The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.  

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
• Gauge the members existing level of digital proficiency.
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
• Make use of a multi-channel approach in engaging with the members.
• Improving client experience
• Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service.
• Gather data and information on client needs and experiences of the existing digital channels and platforms.
• Provide structured feedback to relevant stakeholders regarding digital channel  enhancement opportunities and evolving members needs.
• Servicing our members in a customer centric way to ensure that we live by our service principles
• Ensuring excellent quality service to all members  

Competencies

Behavioral Competencies     

• Digitally savvy
• Ability to sense and interpret levels of readiness to adopt a particular digital channel.
• Customer Centric
• Ability to transfer and relay information on various levels
• Probes for further information or greater understanding of a problem
• Can facilitate skills transfer using multiple channels
• Adapts to changing circumstances
• Promotes ideas on behalf of self or others
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity
• Upholds ethics and values
• Demonstrates integrity
• Establishes good relationships with members
• Assertive and confident
• Diplomatic and tactful
• Speak fluently (accent neutral) English/Afrikaans

Knowledge

• Experience in an outbound tele-sales environment
• Experience in the financial services industry 
• Discovery Health product experience

Skills

• Time Management
• Verbal and written communication
• Interpersonal skills

Qualifications & Experience

Essential

• Matric
• Min 3 years’ call centre experience
• Knowledge of the Discovery systems
• Proficient in MS Office suite