Service Consultant - Talent Pool

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.

About Discovery Invest

Discovery Invest is an ever growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

We are looking for Service Consultants who are client centric with a passion for customer service and who embrace our core purpose and values through every interaction.

Areas of responsibility may include but are not limited to:

1. Dealing with multiple telephonic queries from Investors, brokers, and franchises.
2. Dealing with queries through to resolution.
3. Dealing with queries focusing on client satisfaction and client retention outcomes.
4. Accurate logging of all interactions.
5. Achievement of product and soft skills knowledge targets.
6. Adhere to risk and compliance requirements.
7. Updating callers on the progress of their requests.
8. Ensuring that callers receive service in line with Discovery Standards.
9. Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence.
10. Accurate record keeping and quality feedback to the direct line manager.
11. Routing queries to the correct departments or teams for adequate resolution.
12. Utilising all the Discovery systems required for all calls, queries, and correspondence.

Personal Attributes And Skills

• The ability to work positively with people in a team environment.
• The ability to display respect for the views and contributions of others.
• Display empathy.
• Good listening skills.
• The ability to be supportive, caring, and interested.
• The ability to consult with others and share information and expertise.
• Speak fluently.
• Express opinions, information, and key points of a discussion clearly.
• Respond quickly to the needs of their callers and to the reactions and feedback of callers.
• The ability to deliver results and exceed customer expectations.
• Focus on customer needs and satisfaction.
• Sets high standards for quality integrated with quantity.
• Monitors, maintains quality and productivity.
• Works in a systematic, methodical, and organised manner.
• Consistently achieves objectives and goals.
• Adaptive to change.
• Patient and objective.
• Accepts new ideas and change initiatives.
• Adapts interpersonal style to situational circumstances.
• Displays an interest in new experiences.
• Rapidly learns new tasks and commits information to memory quickly.
• Demonstrates an immediate understanding of newly presented information.
• Gathers comprehensive information to support decision making.
• Maintains a positive outlook.
• Focuses productively in a pressurised environment.
• Keeps emotions under control during difficult situations.
• Open to constructive feedback and learns from it.
• Balances work and personal life.
• Excellent verbal and communication skills.
• Self-motivated and proactive.
• Be able to prioritise work, under pressure and manage deadlines.
• Professional at all times.
• A team player.
• Resilient.
• Service-oriented and client-centric.
• Results-driven.

Education And Experience

• Matric.
• A minimum of 2 years Call Centre experience.
• A minimum of 1 year’s experience within the financial services industry.
• Working experience within a LISP would be advantageous.
• Related BComm Degree is advantageous.
• Computer literacy: Proficient in MS Office (essential).
• Basic mathematical skills.
• Broker knowledge and understanding is advantageous.

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.