Contact Centre Consultant Ftc

Discovery Ltd.; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading company in Cape Town is seeking a customer service representative to deliver world-class service to Discovery Health members. This role involves resolving queries primarily over the telephone while ensuring customer satisfaction and adherence to service principles. Ideal candidates will have strong communication skills, a Matric qualification, and at least a year of experience in a customer service environment.

Qualifications

• At least 12 months working experience in a customer services environment.
• Basic MS Office skills.
• Advantageous: Business writing skill.

Responsibilities

• Deliver world class service to all Discovery Health Members.
• Resolve queries through various channels, primarily over the telephone.
• Serve key stakeholders telephonically and via other servicing channels.

Skills

Excellent verbal and written communication skills

Excellent administration skills

Customer centric

Empathetic

Education

Matric with Mathematics or Accounting minimum of 50%

Minimum of 50% in English in Matric

Tools

MS Office

Job description

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 1 Sept

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

• 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; Deciding and initiating action; Analysing; Resilient; Following instructions and procedures; Coping with pressure and setbacks; Working with people; Relating and networking; Presenting and communicating information; Persuading and influencing; Learning and researching.
• Skills: Excellent verbal and written communication skills; Excellent administration skills; MS Office and PC literate; Time management.
• Personal attributes and skills: Customer centric; Empathetic.

Education and Experience

• Education: Matric with Mathematics or Accounting minimum of 50% and above; Minimum of 50% in English in Matric; Basic MS Office skills.
• Experience: At least 12 months working experience in a customer services environment.
• Advantageous: 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.