Call Center Consultant

Discovery Limited; Sandton; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A leading company in the Life Insurance industry seeks an empathetic and professional client support agent. The role involves handling client inquiries related to wills, maintaining detailed records, and ensuring excellent service standards. Ideal candidates will have a Matric certificate and some experience in a call center environment, particularly in Life Insurance. Expertise in MS Office and strong communication skills will enhance performance in this role.

Qualifications

• Minimum education is a Matric certificate.
• At least 6 months in a call center is advantageous.
• Good administration skills and attention to detail are essential.

Responsibilities

• Handle inbound calls with professionalism and empathy.
• Educate clients on will-related processes and documentation.
• Log inquiries accurately in the CRM system.

Skills

Communication

Time Management

Attention to Detail

Education

Matric (minimum C symbol pass advantageous)

Certificate in Call Centre operations

Tools

MS Office

Job description

Key Purpose

The primary function of this role is to effectively provide ongoing support to external clients by providing high quality levels.

Areas of responsibility may include but not limited to:

• Answer all inbound calls with courtesy, professionalism, and empathy.
• Maintain a calm and respectful tone, particularly during sensitive or emotional client interactions.
• Demonstrate ownership by resolving unattended or escalated queries within defined service standards.
• Provide accurate and detailed information related to will drafting, amendments, storage, collection, and retrieval.
• Clearly communicate the procedural steps involved in the drafting or access of a will.
• Educate clients on required supporting documents and assist in the completion of forms.
• Log client inquiries, actions taken, and follow-ups in the CRM system accurately and promptly.
• Escalate complex or legal-specific cases to team leaders or management when required.
• Track ongoing cases, ensuring proactive updates and resolution follow-through (via phone, email, or automated systems).
• Perform all related administrative tasks within set quality standards and turnaround times.
• Keep detailed and compliant records of every engagement.
• Meet internal targets such as SLAs (Service Level Agreements), TAT (Turnaround Time), and TWT (Today’s Work Today).
• Consistently meet or exceed performance metrics including call handling time, accuracy, and client satisfaction.
• Embrace new learning opportunities and be open to developing additional skills based on business needs.
• Support ad hoc tasks and projects as assigned by leadership.
• Adhere to assigned work shifts, demonstrating reliability and punctuality.
• Build trust with clients and brokers through consistent and professional engagement.
• Uphold the values of confidentiality, integrity, and service excellence in every interaction.

Education and Experience

Essential:

• Matric (minimum C symbol pass advantageous)

Advantageous:

• At least 6 months of working experience in an inbound call centre environment within the Life Insurance industry
• Certificate in Call Centre operations

Technical Skills and Knowledge

Essential:

• Basic knowledge of call centre operations
• Intermediate proficiency on the full MS Office suite
• Excellent verbal and written communication skills
• Time management skills
• Good administration skills along with good attention to detail

Advantageous:

• Basic understanding of Discovery Life products, processes and systems
• High tolerance for stress