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  • Posted: Mar 12, 2020
    Deadline: Not specified
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    Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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    Service Consultant - Invest Service Support

    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 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




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    Personal Attributes And Skills

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




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    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




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    Education And Experience
    Education

    • Matric
    • Related BComm Degree/ National Diploma is advantageous




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    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

    Method of Application

    Interested and qualified? Go to Discovery Limited on career2.successfactors.eu to apply

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