Service Consultant-Gap | Fixed Term Contractor

Discovery Health – COST ECP Service Team Service Consultant - GAP 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 Data capturing 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 Good time management skills Professionalism Attention to detail 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 Relevant Board qualification 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.