Service Recovery Consultant at Discovery Limited

Key Purpose

• Responsible for delivering exceptional customer experience by managing and resolving customer feedback, complaints, escalations, and queries in a timely and professional manner. This involves analysing survey feedback, collaborating with cross-functional teams for process improvements, providing effective solutions to customer issues, and maintaining accurate records.

Areas of responsibility may include but not limited to

• Survey Feedback Management: Manage and respond to customer survey feedback, ensuring timely and professional communication.
• Complaints and Escalations Resolution: Assist the Complaints Function in resolving customer complaints, escalations, and queries.
• Administrative Tasks: Perform administrative duties, logging of complaints and service recovery, reporting, and maintaining accurate records, emails/TWTs
• Process Improvements: Identify areas for process improvements and implement changes to enhance customer experience and efficiency.
• Facilitating Resolution: Collaborate with internal stakeholders to facilitate resolution of customer issues, ensuring timely and effective solutions.
• Stakeholder Collaboration: Work with various stakeholders, including customer service teams, operations, and management to ensure seamless resolution of customer issues.
• Provide feedback and request changes to processes/product/systems and life plan guides based on complaints received
• Technical Support Centre Support when required

Personal Attributes

• Analytical and problem-solving skills
• Good written and verbal communication
• Customer Focus and industry knowledge
• Interpersonal savvy
• Innovation
• Discovery Life Product knowledge (advantageous)
• Integrity
• Attention to Detail
• Planning, prioritizing, and organizing
• Teamwork/collaboration
• Stress tolerance

Education and Experience

• Matric – Essential
• Business Administration Certification, BA or BCom Degree or similar – advantageous
• Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous
• 1 - 2 years’ experience and knowledge in Group Life and/or Retirement Funds – Essential
• 2 years’ experience in Employee Benefits
• Client Services across call centre, correspondence and servicing (advantageous)
• Compliance and Risk management knowledge - advantageous
• Advanced Microsoft Suite proficiency
• Communication skills
• Problem solving and analysis skills
• Client Services across call centre, correspondence and servicing (advantageous)