Client Support Consultant

Discovery Limited; Sandton; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Discovery Limited is seeking a Client Support Consultant to deliver professional customer service in a busy contact centre. You will handle telephonic and email inquiries, investigate benefit-related questions, and work with internal teams to resolve issues in a timely and accurate manner.

The role requires Matric and strong English communication. Knowledge of Employee Benefits and Microsoft Office is preferred, with at least two years in a similar role and the ability to work independently and

Qualifications

• Matric and English proficiency required.
• Knowledge of Employee Benefits (retirement schemes and group risk) is advantageous.
• Minimum 2 years in a customer service role within a contact centre.
• Excellent written and verbal communication skills in English.
• Basic computer literacy including Microsoft Office.

Responsibilities

• Provide telephonic and email support in the Customer Services Department.
• Respond to queries and issues raised internally and externally.
• Investigate complaints relating to policy, protocols and benefits.
• Track trends and provide feedback to relevant parties.
• Maintain accurate daily, weekly and monthly statistics.
• Build relationships with external partners and internal departments to resolve queries.
• Stay updated on Discovery Corporate & Employee Benefits schemes and policies.

Skills

Customer service

Communication

Problem solving

Initiative

Teamwork

EQ

Education

Matric

Employee Benefits knowledge

Tools

Microsoft Office

Job description

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

Discovery Corporate & Employee Benefits

Client Support Consultant

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

Discovery Corporate & Employee Benefits

Discovery Corporate and Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees .

Key Purpose

The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.

Areas of responsibility may include but not limited to

• Providing telephonic and email support in the Customer Services Department.
• Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence.
• Comprehensively understand and investigate complaints relating to policy,protocol and benefits.
• Tracking and identifying trends and revert with feedback to appropriate parties.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis.
• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
• Keeping abreast of Discovery Corporate & Employee Benefits schemes and products, protocols and policies.

Personal Attributes

• High Sense of urgency and understanding of efficient and effective client service
• High EQ
• Excellent communication skills, verbal and written
• Action orientated
• Career Ambition
• Strong Interpersonal skills
• Customer focus
• Peer relationships
• Takes initiative
• Decision making
• Ability to work independently and within a team environment
• Problem solving
• Judgement

Education And Experience

• Matric
• Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
• 2 years customer service experience in a Contact Centre environment
• Track record of client query resolution
• Excellent written and verbal communication skills in English
• Intermediate computer literacy in Microsoft Office
• Preference will be given to Employee Benefit 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.