Contact Centre Consultant - Talent Pool

Medical Aid, Bank, Insurance, Invest & Vitality; Gqeberha; On-site; ZAR 300 000 - 400 000; Part time

Job summary

A healthcare service provider in Gqeberha is seeking a customer service representative to deliver world-class service to their members and stakeholders. The ideal candidate should have at least 12 months of experience in a customer service environment, strong communication skills, and a Matric qualification. This role requires a focus on customer satisfaction and the ability to resolve queries effectively.

Qualifications

• At least 12 months working experience in a customer services environment.
• Customer-centric and empathetic personal attributes.

Responsibilities

• Delivering world-class service to Discovery Health members and stakeholders.
• Servicing all key stakeholders telephonically and resolving queries.
• Keeping up to date with product changes and digital tools.

Skills

Excellent verbal and written communication skills

Excellent administration skills

MS Office and PC literate

Time management

Education

Matric with Mathematics or Accounting

Minimum 50% in English in Matric

Basic MS Office skills

Job description

Discovery Health

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 you will be next in line for consideration as soon as we require more staff. You will remain an active candidate on our database and we will update you on progress on a monthly basis. By applying for this role you are consenting to be placed in our Talent Pool for future recruitment should we have met our recruitment numbers.

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 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 Attributes

• Customer‑centric
• Empathetic

Education and Experience

Education

• Matric with Mathematics or Accounting
• Minimum 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.

Job Type and Details

Required Experience: Contract
Key Skills: Illustration, Defence, HVAC, AJAX, Drafting, Customer Development
Employment Type: Gig
Experience: years
Vacancy: 1