Service Consultant: Digital Support at Discovery Limited

Key Purpose of role

• This role is highly reliant upon the ability to answer incoming calls and making outbound calls where necessary to resolve digital queries in real time for all Discovery products and online communities in- line with service level agreements set out by business. Strong customer focus with the aim to provide dazzling service in line with Discovery’s values.

Areas of responsibility may include but not limited to

• Answer inbound calls timeously from all Discovery communities professionally according to the required procedures and within agreed SLA’s
• To ensure that queries that are unable of immediate resolution are followed up on and comprehensive feedback given to clients
• Making outbound calls in order to investigate and resolve all queries
• Dealing with all queries through to resolution
• Maintaining accurate details of all queries
• Coordinating own and team’s administration
• Ensuring that customer satisfaction is constantly attained
• To keep abreast of product knowledge through continued professional development and learning

Personal attributes and skills – Discovery Person

• Highly developed telephonic skills (soft skills)
• Excellent communication skills – written and verbal
• Focuses on customer needs and satisfaction
• Follows procedures and policies
• Excellent time management skills
• Establishes good relationships with customers and staff
• Works productively in a high-pressured environment
• Keeps emotions under control during difficult situations

Education and Experience

Minimum:

• Matric
• Minimum 1 year Call Centre / Customer Service experience
• Any digital platform experience i.e. website/ mobile / device applications
• Basic computer and mobile/ device skills
• Call Centre Certification / Diploma; Business Communication Certificate/ Diploma; Business Writing Certification / Diploma