Contact Centre Consultant FTC

Discovery Limited; Milnerton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Discovery Health in Milnerton, Western Cape, seeks a friendly, customer-focused call center agent to service members, providers and brokers via telephone and other channels.

You will handle inquiries, stay updated on product changes, utilize digital servicing tools, and strive to meet key performance metrics while maintaining service principles.

Qualifications

• Matric with Mathematics or Accounting minimum 50%.
• Minimum 50% in English in Matric.
• Basic MS Office skills.

Responsibilities

• Servicing key stakeholders telephonically and via other channels until resolved.
• Servicing members in a customer-centric way and upholding service principles.
• Keeping up to date with product changes to ensure accurate service.
• Staying abreast of digital servicing tools and ensuring full understanding.
• Achieving and exceeding KPIs related to service delivery.

Skills

Delivering results

Deciding action

Analysing

Resilient

Following procedures

Pressure management

People skills

Networking

Presenting

Persuading

Learning

Verbal & written communication

MS Office

Time management

Customer centric

Education

Matric: Maths/Accounting ≥50%

English ≥50% in Matric

Basic MS Office Skills

Tools

MS Office

Job description

Select how often (in days) to receive an alert:

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 25 Aug 2026

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

• 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;
• MS Office and PC literate
• Time Management

Personal Attribute and Skills:

• Customer Centric

Education and Experience

Education:

• Matric with Mathematics or Accounting minimum of 50% and above.
• 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.