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  • Posted: Aug 6, 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...
    Read more about this company

    Escalations Consultant

    Job Description

    • Assisting clients with queries and servicing requests on their policies with required SLA
    • Managing all queries through to resolution
    • Co-ordination of own administration
    • Maintaining accurate details and statistics of all queries


    Key purpose

    • Assisting the Relations Specialists in resolution of escalated complaints and queries


    Key Outputs

    • The successful applicant will be responsible for but not limited to the following broad job functions:
    • Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.
    • Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
    • Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems. Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
    • Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
    • A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery Card products.
    • Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

    Personal Attributes And Skills

    • Have sales ability and be persuasive
    • Be friendly, sincere ,confident ,courteous and positive
    • Be self-managed
    • Have excellent administration skills and be extremely organized
    • Have the ability to deal with change
    • Be able to maintain confidentiality
    • Have excellent telephone skills
    • Have excellent verbal and written communication skills
    • Be self-motivated and pro-active
    • Be able to prioritize , work under pressure and manage deadlines
    • Be a team player
    • Be resilient
    • Be service orientated and customer focused
    • Be results driven
    • Conflict management skills

    Qualification & Experience

    • Matric
    • Excellent English and Afrikaans spoken would be beneficial
    • Good Excel and Word skills
    • NQF 4 or 5
    • 30 + FAIS Credits
    • RE5
    • 1yr + Experience in Client Services or Escalations

     

    go to method of application »

    Administrator

    Job Description

    • Assisting clients with queries and servicing requests on their Health policies with required SLA. Identifying sales opportunities.
    • Answering inbound calls timeously and making required outbound call
    • Managing all queries through to resolution
    • Co-ordination of own administration
    • Identifying sales opportunities
    • Maintaining accurate details and statistics of all queries

    Key purpose

    • The successful candidate will be responsible for the administration and support services for the sales call center.

    Key Outputs
    The successful applicant will responsible for but not limited to the following broad job functions:

    • Administration and support for the sales team to ensure sales are activated
    • Capturing sales information accurately
    • Meeting deadlines to ensure the activation of new business sales timeously
    • Maintaining accurate details and statistics of all querie.

    Personal Attributes And Skills

    • Takes initiatives and works under own direction
    • Adapts to the team and works well in team environment
    • Easily establishes good relationships with people
    • Writes and speaks fluently, clearly, correctly and convincingly
    • Expresses opinions, information and ket points of argument clearly and avoids unnecessary use of jargon or complicated language
    • Develops job and product knowledge and expertise through continual professional development
    • Demonstrates an understanding of how one issue may be part of a much larger system
    • Produces a range of solutions to problems
    • Manages time effectively and works strategically to realize organisational goals
    • Focuses on customer needs and satisfaction
    • Follows policies and procedures
    • Works productively in a pressurized environment

    Qualification & Experience

    • At least 2-3 years’ experience in a Health servicing or sales environment in an outbound or Inbound environment.
    • Matric
    • Excellent Communication skills
    • Good Excel and Word skills

    Method of Application

    Use the link(s) below to apply on company website.

     

  • Send your application

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