General Miner

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.

About Discovery Invest

Discovery Invest is an ever-growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world-class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

We are looking for Service Consultants who are client-centric with a passion for customer service and who embrace our core purpose and values through every interaction.

Areas of Responsibility

1. Dealing with multiple telephonic queries from Investors, brokers, and franchises
2. Dealing with queries through to resolution
3. Dealing with queries focusing on client satisfaction and client retention outcomes
4. Accurate logging of all interactions
5. Achievement of product and soft skills knowledge targets
6. Adhere to risk and compliance requirements
7. Updating callers on the progress of their requests
8. Ensuring that callers receive service in line with Discovery Standards
9. Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
10. Accurate record keeping and quality feedback to direct line manager
11. Routing queries to the correct departments or teams for adequate resolution
12. Utilising all the Discovery systems required for all calls, queries, and correspondence

Personal Attributes and Skills

1. The ability to work positively with people in a team environment
2. The ability to display respect for the views and contributions of others
3. The ability to be supportive, caring, and interested
4. The ability to consult with others and share information and expertise
5. Speak fluently
6. Express opinions, information, and key points of a discussion clearly
7. Respond quickly to the needs of their callers and to the reactions and feedback of callers
8. The ability to deliver results and exceed customer expectations
9. Focus on customer needs and satisfaction
10. Sets high standards for quality integrated with quantity
11. Monitors, maintains quality and productivity
12. Works in a systematic, methodical, and organised manner
13. Consistently achieves objectives and goals
14. Adaptive to change
15. Patient and objective
16. Accepts new ideas and change initiatives
17. Adapts interpersonal style to situational circumstances
18. Displays an interest in new experiences
19. Rapidly learns new tasks and commits information to memory quickly
20. Demonstrates an immediate understanding of newly presented information
21. Gathers comprehensive information to support decision making
22. Maintains a positive outlook
23. Focuses productively in a pressurised environment
24. Keeps emotions under control during difficult situations
25. Open to constructive feedback and learns from it
26. Balances work and personal life
27. Excellent verbal and communication skills
28. Self-motivated and proactive
29. Be able to prioritise work under pressure and manage deadlines
30. Professional at all times
31. A team player
32. Resilient
33. Service-oriented and client-centric

Education and Experience

1. Matric
2. A minimum of 2 years Call Centre experience
3. A minimum of 1 year's experience within the financial services industry
4. Working experience within a LISP would be advantageous
5. Related BComm Degree is advantageous
6. Basic mathematical skills
7. Broker knowledge and understanding is advantageous

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.