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  • Posted: Nov 25, 2021
    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...
    Read more about this company

     

    Social Media Consultant

    About the Central Service Team (CST)

    CST is a young, small dynamic team within Health Operations. Its mandate is to be agile, allowing it to quickly assimilate and operationalize new functions and services that require incubation and to curate services that require close links to other specialized teams located primarily in Sandton.
    It currently comprises of several specialized services including the Executive Office, Social Media Servicing, Health Underwriting, Conservation, Non-Disclosure and most recently Vitality Purple Service.

    Key Purpose

    The successful applicant will provide customer service of an excellent calibrecaliber through online channels, and through efficient telephonic and written communication.

    •     To provide exceptional client service on online social media channel.
    •     Taking note of all mentions and posts regarding Discovery Health
    •     To manage the process of service recovery in the instances where service failures have occurred.
    •     To respond to online posts timeously
    •     To resolve highly escalated queries with urgency and efficiently and still maintain an exceptional level of service delivery
    •     Provide feedback to business regarding the nature and root cause of escalations
    •     To uphold the Discovery brand at all times, constantly ensuring that one is aligned to Discovery’s voice, tone and social media presence 
    •     To uphold at all times the Social Media policy when servicing clients online

    Personal Attributes and Skills

    The following competencies are required in order to be successful in the role:

    •     Extensive and up to date knowledge and competency in Discovery Health product and processes
    •     A keen understanding of social media networking platforms
    •     A passion for social media
    •     To be personally active on either Facebook, or Twitter or Instagram, with own accounts
    •     Keen interest in online blogs and / or forums  Shows urgency and passion for servicing
    •     Attention to detail
    •     Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny.
    •     Analytical thinker, detail orientated.
    •     Customer focused.
    •     Ability to perform in a highly pressurized environment.
    •     Works with a high degree of urgency
    •     Flexible.
    •     Assertive and confident.
    •     Diplomatic and tactful.
    •     Makes prompt, clear decisions, which may involve tough choices or considered risks.
    •     Takes initiative, acts with confidence and works under own direction.
    •     Upholds ethics and values. Demonstrates integrity.
    •     Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels.
    •     Makes strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating.
    •     Produces workable solutions to a range of problems.
    •     Sets and maintains high standards for quality and quantity.
    •     Works productively in a high-pressure environment. 
    •     Keeps emotions under control during difficult situations.
    •     Handles criticism well and learns from it.
    •     Maintains a positive outlook.
    •     Adapts well to a constantly changing environment
    •     Manages conflict well and in an amicable manner
    •     Relates well to people at all levels
    •     Makes a strong personal impression on others
    •     Accepts new ideas and change initiatives
    •     Maintains a positive outlook at work
    •     Handles criticism well and learns from it
    •     Familiar with the Paradigm system, in order to expedite final changes on policies 
    •     An ability to interpret and have an understanding of the claims processes. 
    •     Escalated Query management
    •     Excellent writing skills


    Areas of responsibility may include but not limited to


    The successful applicant will be responsible for, but not limited to the following job functions:

    •     Monitoring social media websites, including Facebook, Twitter,; Blogs and Forums.
    •     Daily client servicing and posting.
    •     Moderate forums and chats
    •     Dealing with all queries through to resolution.
    •     Coordinating own administration.
    •     Working according to set targets and metrics.
    •     Investigate service related complaints and seek resolutions.
    •     Communicating outcomes to complainants verbally and in writing.
    •     Enforcing policy, protocol and benefits decisions.
    •     Identifying and proposing solutions to process and service related failures.
    •     Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
    •     Maintaining administration of various social media streams, and the servicing thereof.
    •     Adopting the appropriate Discovery Health persona for social media
    •     Monitoring and servicing applicable personalities where appropriate
    •     Prepare status reports on social media efforts and success rates

    Education and Experience    

    The successful applicant should have:

    • Minimum 2 years customer service experience at CRM level.
    • Extensive and up to date knowledge and competency in Discovery Health products and processes
    • Proven track record of sustained high performance in your current role.
    • Proven incentive or performance track record.
    • Excellent written and verbal communication skills in English.
    • A keen understanding of social media networking platforms
    • A passion for social media
    • To be personally active on either Facebook, Twitter and Instagram with own accounts
    • Keen interest in online blogs and / or forums
    • Experience reading and using analytics to help make decisions

    EMPLOYMENT EQUITY                         
    The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

    Method of Application

    Interested and qualified? Go to Discovery Limited on careers.discovery.co.za to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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