Service Consultant at Discovery Limited

Key Purpose

• The primary function of this role is to effectively provide ongoing support to external clients by providing high quality levels.

Areas of responsibility may include but not limited to

• Assist clients, in an inbound call centre environment, to resolve a variety of different queries, relating, for example to: Client-specific policy details, Policy information, Product information etc.
• Conduct yourself in a polite and professional manner
• Log and manage inquiries by providing ongoing feedback to clients and following up on unresolved issues (via calls and/or emails) (automated or via the Consultant)
• Process changes, relating, for example to: Amendment of bank details/switch to cash or stop order payer, Beneficiary updates, Personal details, in line with the data integrity process
• Process credit control requests, relating, for example to: forced debits and premium arrangements, in line with set processes
• Take ownership and assist clients to resolve unattended or escalated queries and complaints within service level agreements
• Maintain accurate details of all queries
• Perform all required administrative functions to required standards and deadlines
• Continually stay abreast of SLAs (Service Level Agreements), TAT and TWT (Today’s Work Today) targets
• Build strong relationships with clients and brokers to understand and resolve their needs
• Be open to participate in adhoc tasks
• Adhere to a strict work shift and maintain punctuality
• Be willing to learn new skills when the business requires

Education and Experience

Essential:

• Matric (minimum C symbol pass advantageous)

Advantageous:

• At least 6 months of working experience in a call centre environment within the financial services / insurance industry
• At least 6 months of working experience in an inbound call centre environment within the Life Insurance industry
• At least 6 months of working experience in an admin related role.
• Certificate in Call Centre operations

Technical Skills and Knowledge

Essential:

• Basic knowledge of call centre operations
• Intermediate proficiency on the full MS Office suite
• Excellent verbal and written communication skills
• Time management skills
• Good administration skills along with good attention to detail

Advantageous:

• Basic understanding of Discovery Life products, processes and systems
• High tolerance for stress