Service Consultant at Discovery Limited

Key Purpose

We are looking for a Service Consultant who is client centric with a passion for customer service and who embrace our core purpose and values through every interaction. The role entails engaging and dealing with clients, brokers and financial advisers to provide a world class client experience, focused on client satisfaction and client retention.

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 focussing 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
• Utilising all the Discovery systems required for all calls, queries and correspondence

Personal Attributes And Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver

Additional Attributes

• Ability to handle pressure and tight deadlines
• Good communication skills
• 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 deliver results and exceed customer expectations
• Adaptive to change
• Gathers comprehensive information to support decision making
• Be able to prioritise work, under pressure and manage deadlines
• Service orientated and client centric
• Results driven

Education And Experience

Education

• Matric
• Related BComm Degree/ National Diploma is advantageous

Experience

• A minimum of 2 years call centre experience within an ‘Inbound’ environment
• A minimum of 1 years’ experience within the Financial Services industry or Investment Platform environment
• Specific working experience within a Linked Investment Service Provider (LISP) would be advantageous
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills
• Broker knowledge and understanding and exposure to dealing with Brokers is advantageous