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Discovery Health Call Centre Consultant Wanted In Knowledge Park

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Discovery Health Call Centre Consultant Wanted

Discovery Health Call Centre Consultant Wanted in Knowledge Park

Location:
Western Cape (Knowledge Park)
Qualifications wanted:
Matric/Grade 12
Tracking Number KVD324-001 (Service Consultant Core)
Job Title Contact Centre Consultant
Business Unit Discovery Health
Department Client Services
Location Knowledge Park, Cape Town
Type of Position Permanent
Key Purpose To take inbound calls, assist Discovery Health members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.
Key Outputs Dealing with multiple telephonic queries from Discovery members, brokers, franchises, the public and internal parties
Dealing with all queries through to resolution
Keeping client up-to-date with their queries
Ensuring excellent quality service to all members
Completing administrative and repetitive tasks
Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
Logging of all queries and routing all enquiries to correct departments
Working on Discovery systems
Keep up-to-date with policy and product changes
Assisting with written correspondence where necessary
Driving the values of first time resolution on all interactions
Applying logic in all circumstances
Competencies Behavioral Competencies:
Presenting and communicating information
Delivering results and meeting customer expectations
Deciding and initiating action
Following instructions and procedures
Adhering to principles and values
Persuading and influencing
Analyzing
Coping with pressure and setbacks

Knowledge:
All Discovery Health product and benefit knowledge
Discovery Health Systems

Skills:
Time Management
Verbal and written communication
Qualifications & Experience Essential:
  • Matric
  • Basic MS Office Knowledge
  • Minimum of 6 months customer service experience

Advantageous:
Minimum of 6 months inbound call centre experience in a customer service environment
Ability to speak another language

 

Equity Statement
Preference will be given to applicants from designated groups and suitable internal candidates in line with Discovery’s policies.

APPLICATIONS CLOSE Dec 31, 2014!!

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