Client-Centric Service Consultant

Discovery Limited; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Discovery Invest is seeking a Service Consultant to handle investor and broker queries, logging interactions, and ensuring service excellence in line with Discovery Standards.

Ideal candidates will have 2+ years in a call centre, experience in financial services, and a strong focus on client satisfaction, with the ability to work in a fast-paced environment and adapt to changes in processes.

Qualifications

• Matric
• A minimum of 2 years Call Centre experience
• A minimum of 1 year's experience within the financial services industry
• Working experience within a LISP would be advantageous
• Related BComm Degree is advantageous
• Basic mathematical skills
• Broker knowledge and understanding is advantageous

Responsibilities

• Dealing with multiple telephonic queries from Investors brokers and franchises
• Dealing with queries through to resolution
• Dealing with queries focusing on client satisfaction and client retention outcomes
• Accurate logging of all interactions
• Achievement of product and soft skills knowledge targets
• Adhere to risk and compliance requirements
• Updating callers on the progress of their requests
• Ensuring that callers receive service in line with Discovery Standards
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
• Accurate record keeping and quality feedback to direct line manager
• Routing queries to the correct departments or teams for adequate resolution
• Utilising all the Discovery systems required for all calls, queries and correspondence

Skills

Team player

Client centric

Communication skills

Self-motivated

Pro-active

Education

Matric

BComm degree

Job description

Discovery Invest is seeking a Service Consultant to handle investor and broker queries, logging interactions, and ensuring service excellence in line with Discovery Standards.

Ideal candidates will have 2+ years in a call centre, experience in financial services, and a strong focus on client satisfaction, with the ability to work in a fast-paced environment and adapt to changes in processes.