Business Unit: Discovery Health
Function: Call Center / Contact Center
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Discovery Health: Contact centre consultant
What is a Talent Pool?
In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available.
What does this mean for you?
It’s good news because it means, you will still go through the recruitment process (assessments, role plays and interviews) and if you meet our minimum criteria, will be next in line for consideration as soon as we require more staff.
You will remain as an active candidate on our database and we will update you on progress on a monthly basis.
By applying for this role, you are consenting to be placed in our Talent Pool for future recruitment, should we have met our recruitment numbers.
Key Purpose
- To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.
Key outputs
The successful applicant will be responsible for but not limited to the following job functions:
- Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
- Servicing our members in a customer centric way to ensure that we live by our service principles
- Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
- Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
- Achieving and exceeding key performance metrics relating to service delivery
Competencies and Skills
Behavioural Competencies
- Delivering results and meeting customer expectations
- Presenting and communicating information
- Writing and reporting
- Analysing
- Deciding and initiating action
- Working with people
- Achieving personal work goals and setbacks
- Following instructions and procedures
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Skills
Excellent verbal and written communication skills;
Excellent administration skills;
- MS Office and PC literate
- Time Management
Personal Attribute and Skills:
Customer Centric
- Empathetic
Education and Experience
Education:
- Matric with Mathematics or Accounting
- Having a achieved a minimum of 50% in English in Matric
- Basic MS Office Skills
Experience
- At least 12 months working experience in a customer services environment
Advantageous
- The Business Writing Skill
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.
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.