New Markets GAP Service Consultant

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

Job summary

Discovery Limited is seeking a New Markets GAP Service Consultant based in Sandton. The role involves handling inbound and outbound calls, resolving member queries, and managing the related administration to ensure service levels are met.

You will maintain high-quality customer interactions, coordinate with brokers and franchises, and continuously update knowledge of Discovery Health products to deliver accurate, timely support.

Qualifications

• At least 6 months’ client services experience (back office/client facing).
• Excellent verbal and numeracy skills.
• Excellent communication skills (verbal and written), and comprehension of the English language.
• Computer literacy in MS Outlook, MS Excel and MS Word.

Responsibilities

• Answer inbound calls and resolve queries in real time.
• Manage administration and maintain accurate details of queries.
• Follow up on unresolved queries within the agreed SLA.
• Make outbound calls to brokers and members to obtain required information.
• Call members back to provide comprehensive feedback on queries.
• Keep stakeholders informed with regards to queries through to resolution.
• Stay abreast of product knowledge through ongoing learning.

Skills

Numerical ability

Verbal ability

Communication skills

Assertiveness

Problem solving

Professionalism

Tools

MS Outlook

MS Excel

MS Word

Job description

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New Markets GAP Service Consultant

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 29 Oct 2026

New Markets GAP Service Consultant

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.

About The Gau Service Team

This team is primarily situated in Sandton and is one of four regional service teams. We take pride in excellent, world- class service delivery to our members, brokers and employer groups at all touch points in their journey. Our expectation of employees is to (1) be engaged, (2) deliver world class service to all internal and external stakeholders, as well as (3) take ownership for key responsibilities. This means speaking in a way that the person you are servicing can hear you smile, where going the extra mile is done effortlessly resulting in delighted stakeholders. It also means taking ownership of the business and taking full accountability for the people you service; treating them as you would family. This can only be achieved by using your knowledge of our products and exceptional digital tools, staying humble, dazzling our stakeholders and always knowing that what you do matters!

Key Purpose

• To answer inbound calls, make outbound calls, resolve queries in real time from members, Franchises, Brokers and the public in line with Service Level Agreements.
• To manage administration

Areas of responsibility may include but not limited to

• To professionally resolve inbound queries from members, Franchises, Brokers and the public according to the required procedures and within agreed SLA’s
• To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
• Answering inbound calls timeously
• Dealing with email queries where necessary
• Making outbound calls to brokers and members to request further information that is outstanding for their applications
• Calling members back timeously to provide comprehensive feedback on queries
• Keeping stakeholders informed with regards to queries through to resolutionMaintaining accurate details of all queries
• Coordinating individual and team administration
• Ad-hoc functions where required
• To keep abreast of product knowledge through continued professional development and learning

Personal Attributes and Skills

• Excellent numerical and verbal ability
• Exceptional communication skills – predominantly listening skills i.e. identifying the problem
• Assertiveness, combined with patience and tolerance
• Pro-active problem solver, showing initiative
• Professionalism

Education and Experience

Minimum

• At least 6 months’ client services experience (back office/client facing)
• Excellent verbal and numeracy skills
• Excellent communication skills (verbal and written), and comprehension of the English language
• Computer literacy in the following:
• MS Outlook
• MS Excel
• MS Word

Advantageous

• 1 year Discovery Health experience
• 6 months call centre experience

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.