Req ID: 3321
Location: Gauteng – Centurion
Department: Discovery Health
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. Dealing with multiple telephonic queries from Discovery members, brokers, franchises, the public and internal parties.
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
Personal skills and attributes
•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
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. (please specify)
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
