Latest Jobs at Discovery Limited

Key Purpose
To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Key Outputs

• Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
• Dealing with all queries through to resolution
• Keeping client up to date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
• Logging of all queries and routing all enquiries to correct departments
• Working on Africa Health Insurance systems
• Keep up to date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first time resolution on all interactions
• Applying logic in all circumstances

Competencies
Behavioral Competencies

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks
• Able to work between shifts allocated

Knowledge

• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems

Skills

• Time Management
• Verbal and written communication

Qualifications & Experience
Essential

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience

Ability to speak to French

Advantageous

• Minimum of 6 months inbound call centre experience in a customer service environment

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.

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Key Purpose

Overall responsibility for team’s success by planning, leading, organizing and controlling team functions to ensure that team objectives which align to the overall strategies are met, whilst growing and developing team members to fulfill their functions.

Areas of responsibility may include but not limited to

• Monitoring of Team performance and activities through setting targets of achievement through monitoring of queues and work pools and communicating progress and results to team members

• Planning of Team resourcing through involvement in Recruitment of team members, managing of daily team schedules, requesting changes where needed, suggesting back up plans to ensure that the Service Level Agreement is met with available resources and getting assistance. Logging in to the queues when required, monitoring of late coming and absenteeism and managing the daily team register.

• Managing individual performance of team members through coaching, one on one meetings, performance appraisals and meetings related to absenteeism, and trends picked up. Addressing performance issues picked up and taken to the next level when needed. Documenting discussions held and follow up discussions.

• Making suggestions and recommendations to enhance processes and systems functionality

• Resolves escalated queries, reports on and tracks these escalations, provides necessary coaching, implements preventative action and provides feedback until resolution.

• Provides expert advice and support to the team by keeping abreast of the products, processes and systems information and changes

• Tests and monitors system functionalities and ensures that defects are reported, followed up on and resolved

• Participates in adhoc work as required, ensuring accuracy and work of an acceptable quality

• Networks with other Team Leaders building and maintaining relationships

• Conducts regular Team Meetings and ensures that all changes and updates are communicated to the team as they happen, and these must be documented

• Collating data for and calculation of monthly incentives ensuring accuracy

• Identifies training needs for the Team and for individuals and arranges training with the Training Team

• Identifies the need for information updates on system that will assist the team in their daily functions

•  Ensures that targets are driven, maintained and reached in adherence to objectives in place

• Collates daily, weekly and Monthly Stats for the team and distributes these reports to Management and the team

• Arranges system access, on the job training and sign off for new staff

• Provides on the job support to new staff and existing staff

• Has an overall positive and inspirational influence on the Team

• Drafting, updating and maintaining the Standard Operating Procedures Documents for the Contact Centre

Personal Attributes and Skills

• People Centric

• Positive and Inspirational

• Excellent Communication skills

• Pays attention to detail

• Results Driven

• Objective

• Diplomatic

• Open minded

Education and Experience

• Matric

• Degree that is related to the LISP or Insurance industry of operation would be advantageous

• 3 to 5 Years Call Centre experience

• At least 3 Years LISP or Financial Services Industry experience

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.

go to method of application »

Key Purpose

Work closely with a passionate development team to design, develop and maintain Java based solutions for a dynamic, multi-national company that sets the benchmark in its industry.

Must be a team player and have the ability to work with both vertical and horizontal colleagues both in a formal and informal setting. 

Areas of responsibility may include but not limited to

• Develop, test, and maintain high quality application software.

• Analyse, maintain and enhance existing application and troubleshoot issues. 

• Assist with the production of technical specifications and designs.

• Promote new technologies and share knowledge within the team.  

• Recommend improvements to development processes, contribute to implementation plans, and assist in rollout.

• Adhere to coding standards and know best practices

• Perform code reviews.

Personal Attributes and Skills

• Passionate about technology and development

• Results oriented with the ability to work under pressure and cope with multiple concurrent projects with changing priorities and deadlines

• Strong analytical and problem solving skills

• Ability to deal with complexity and migrate between detailed and high level requirements

• Self-starter who takes ownership and accountability, and is able to work with minimal supervision

• Excellent written and verbal communication skills

Education and Experience

Education:  

• Matric/Grade 12 and formal Java qualifications

• IT related Degree or Diploma (BSc/BTech or similar).

Experience:

• 5 years Java systems development experience.

• Experience in Presentation layer development (HTML5, CSS, JSP, TypeScript / JavaScript, Spring MVC, Angular 1 & 2)

• Solid understanding of Java 1.6 and later

• SDLC

• Experience in application frameworks (Spring Framework)

• Unit testing and mocking frameworks.

• Integration experience

• Spring Framework 3.0 or later, Angular2

• Weblogic 10 & 12

•     Maven

•     Hibernate/JPA experience

•     JMS, Tibco EMS experience.

•     Oracle and PL/SQL knowledge.

Optional:

• ElasticSearch or SOLR experience

• Experience with Business Rules Management Frameworks.

• Experience using formal modelling languages (UML, ArchiMate etc) and modelling tools (Enterprise   Architect, Visual Paradigm etc.)

• Exposure to Agile principles and methodologies, including Continuous Integration and Test Driven Development