New Markets Service Specialist - Talentpool - ECP

Discovery Limited; Gqeberha; On-site; ZAR 150,000 - 180,000; Full time

Job summary

Discovery Limited is seeking a New Markets Service Specialist (TalentPool) for the Eastern Cape to manage end-to-end customer experiences across inbound calls, email, and chat. You will log queries, provide timely updates, and ensure service quality in line with Discovery FlexiCare policies.

The role requires a matric and experience in a contact centre, with strong communication and problem-solving skills. Join a dynamic team within Discovery Health and contribute to exceptional member and

Qualifications

• Matric required with strong communication and problem-solving skills.
• Experience in a contact centre or call center environment preferred.
• Ability to handle multiple channels (phone, email, chat) effectively.

Responsibilities

• Handle inbound queries from Intermediaries, Employers and Members.
• Log and track all queries, ensuring timely updates to clients.
• Maintain high quality service and accurate information across Discovery FlexiCare processes.
• Route inquiries to the correct departments and update case records.
• Stay informed on Discovery FlexiCare product policies and updates.

Skills

Customer service

Verbal communication

Written communication

Analytical thinking

Adaptability

Time management

Relationship building

Attention to detail

Problem solving

Education

Matric

Tools

MS Office

Job description

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New Markets Service Specialist - Talentpool - ECP

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 2 Oct 2026

New Markets Service Specialist (TalentPool) - ECP

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.

Key Purpose

To drive an end to end customer service experience by:

• Dealing with inbound and correspondence queries (telephonically, via email/letter and chat) from Intermediaries, Employers and Members

Areas of responsibility may include but not limited to

• Dealing with multiple telephonic queries from Discovery FlexiCare members, brokers, employers and franchises
• Dealing with all queries through the product lifecycle of the FlexiCare product to resolution
• Logging of all queries
• Keeping client up to date with their queries
• Ensuring excellent quality service to all clients
• Routing all enquiries to correct departments
• Working on Discovery systems
• Correctly applying Discovery FlexiCare processes and procedures
• Keep well-informed with Discovery FlexiCare product policy and product updates

Personal Attributes and Skills

• Delivering results and meeting customer expectations
• Deciding and initiating action
• Analyzing
• Following instructions and procedures
• Coping with pressure and setbacks
• Achieving personal work goals and setbacks
• Working with people
• Relating and networking
• Learning and researching
• Focuses on customer needs and satisfaction.
• Persuading and influencing
• Sets high standards for quality and quantity.
• Monitors and maintains quality and productivity
• Adapts to changing circumstances.
• Accepts new ideas and change initiatives.
• Adapts interpersonal style to suit different people or situations.
• Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
• Keeps emotions under control during difficult situations.
• All Discovery Health product and benefit knowledge.
• Discovery Health systems
• Time Management
• Verbal and written communication

Education and Experience

• Matric
• Working experience as a Contact Centre consultant
• Consistent performance in current role
• Basic MS Office Knowledge (Including, Excel, Word, Outlook)
• No IR issues

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.