The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.
Areas of responsibility may include but not limited to
Providing telephonic and email support in the Customer Services Department.
Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence.
Comprehensively understand and investigate complaints relating to policy,protocol and benefits.
Tracking and identifying trends and revert with feedback to appropriate parties.
Keeping accurate and comprehensive stats on a daily, weekly and monthly basis.
Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
Keeping abreast of Discovery Corporate & Employee Benefits schemes and products, protocols and policies.
Personal Attributes
High Sense of urgency and understanding of efficient and effective client service
High EQ
Excellent communication skills, verbal and written
Action orientated
Career Ambition
Strong Interpersonal skills
Customer focus
Peer relationships
Takes initiative
Decision making
Ability to work independently and within a team environment
Problem solving
Judgement
Education and Experience
Matric
Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
2 years customer service experience in a Contact Centre environment
Track record of client query resolution
Excellent written and verbal communication skills in English
Intermediate computer literacy in Microsoft Office
Preference will be given to Employee Benefit experience