Service Consultant-Gap | Fixed Term Contractor

Discovery Limited; Gqeberha; On-site; ZAR 167,000 - 212,000; Part time

Job summary

Discovery Health is seeking a Service Consultant on a fixed-term contract to handle inbound and outbound calls, resolve queries, and manage related administration. The role requires focus on delivering timely responses, maintaining accurate records, and ensuring adherence to SLAs.

Experience in a call center environment and strong English communication are valued. The position is based at Discovery Health's COST ECP Service Team within the Central Operations Service Team, with opportunities to

Qualifications

• Excellent verbal and numeracy skills.
• Strong written and spoken English.
• Computer literacy in MS Office suite.

Responsibilities

• Handle inbound calls and some outbound calls with Franchises, Brokers and the public.
• Resolve queries in real time and follow up as per SLA.
• Manage and coordinate administration and documentation.
• Keep stakeholders informed on query status until resolution.
• Keep accurate records of all queries and actions taken.
• Ad-hoc tasks and continuous product knowledge updates.

Skills

Numerical ability

Verbal ability

Communication skills

Proactive problem solving

Professionalism

Tools

MS Outlook

MS Excel

MS Word

Job description

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Service Consultant-Gap | Fixed Term Contractor

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 12 Oct 2026

Discovery Health – COST ECP Service Team

About the Central Operations Service Team (COST)

The Central Ops Team is a vibrant, diverse, dynamic, and driven team within Health Operations. Its mandate is to be agile, allowing it to quickly assimilate and operationalize new functions and services that require incubation and to curate services that require close links to other specialized teams located in Sandton and Port Elizabeth. It currently comprises of several specialized services including the Executive Office, Social Media Servicing, Health Underwriting, Conservation, Non-Disclosure, and most recently the Informa team which are situated in Sandton. Our ECP team comprises of back-office services which include New Business, Indexing and Employee Health Solutions.

Key Purpose

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

Areas of responsibility may include but not limited to

As a service consultant, you may be required to work in both the inbound and outbound call center.

• This would entail
• To professionally resolve inbound queries from 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 for 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 resolution
• Maintaining 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 New Business Product experience
• 6 months call centre experience
• FAIS accredited

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.