Contact Centre Consultant (Talent Pool)

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

Job summary

Discovery Health is seeking a Contact Centre Consultant – Talent Pool in Durban to service members, providers, and employers. You will handle queries via telephone and digital channels, ensure accurate information, and maintain high service standards.

Ideal candidates have at least 12 months in customer service, strong English and MS Office skills, and a customer-centric mindset. The role emphasizes empathy, clear communication, and adherence to service metrics.

Qualifications

• At least 12 months in a customer services environment
• Matric with required subjects (Maths/Accounting or Maths Literacy)
• English at least 50% in Matric
• Basic MS Office skills are required

Responsibilities

• Serve all key stakeholders telephonically and via other channels until the query is resolved
• Maintain a customer-centric service approach
• Keep up to date with product changes to ensure accurate service
• Stay abreast of digital servicing tools and ensure proficiency
• Meet and aim to exceed key service delivery metrics

Skills

Verbal written communication

MS Office

Time management

Customer centric

Empathetic

Education

Matric with maths or accounting (min 50%)

English (Matric) min 50%

Basic MS Office skills

Tools

MS Office

Job description

Discovery Health

CONTACT CENTRE CONSULTANT – TALENT POOL

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.

What is a Talent Pool?

In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available.

What does this mean for you?

It’s good news because it means, you will still go through the recruitment process (assessments, role plays and interviews) and if you meet our minimum criteria, will be next in line for consideration as soon as we require more staff.

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

Behavioural Competencies

• Delivering results and meeting customer expectations
• Presenting and communicating information
• Writing and reporting
• Analysing
• Deciding and initiating action
• Working with people
• Achieving personal work goals and setbacks
• Following instructions and procedures

Skills

• Excellent verbal and written communication skills;
• Excellent administration skills;
• MS Office and PC literate
• Time Management

Personal Attribute And Skills

• Customer Centric
• Empathetic

Education and Experience

Education

• Matric with Mathematics, Mathematics Literacy or Accounting with a minimum of 50%
• Having a achieved a minimum of 50% in English in Matric
• Additional: Any post matric qualification which replaces the above Matric requirements
• 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.

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.