Discovery_Connect_Escalations_Consultant_JHB

Welcome to the Latest Job Vacancies Site 2025 and at this time we would like to inform you of the Latest Job Vacancies from the Discovery Ltd. with the position of Discovery_Connect_Escalations_Consultant_JHB - Discovery Ltd. which was opened this.

If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Discovery_Connect_Escalations_Consultant_JHB - Discovery Ltd. below matches your qualifications. Good Luck: D

Business Unit: Discovery Connect Function: Call Center / Contact Center Date: 8 Jan 2025 Discovery - Connect Escalations Consultant About Discovery Discoverys 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. Job Description

• Assisting clients with queries and servicing requests on their policies within the required SLA
• Managing all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Resolve highly escalated queries swiftly and efficiently
• Provide feedback to business regarding the nature and root cause of escalations
• Working according to set targets
• Communicating outcomes to complainants verbally and in writing
• Identifying and proposing solutions to process and service related failures
• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries

Key purpose

• Assisting the Relations Specialists in resolution of escalated complaints and queries.

Key Outputs

• The successful applicant will be responsible for but not limited to the following broad job functions:
• Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discoverys philosophies and values.
• Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems. Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
• Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
• A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery Card products.
• Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven
• Conflict management skills

Qualification & Experience

• Matric
• Excellent English and Afrikaans spoken would be beneficial
• Good Excel and Word skills
• NQF 4 or 5
• 30 + FAIS Credits
• RE5
• 1yr + Experience in Client Services or Escalations

Employment Equity

The Companys 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.

EMPLOYMENT EQUITY The Companys 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.

Information :

• Company : Discovery Ltd.
• Position : Discovery_Connect_Escalations_Consultant_JHB
• Location : Sandton, Gauteng
• Country : ZA

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Discovery_Connect_Escalations_Consultant_JHB job info - Discovery Ltd. Sandton, Gauteng above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Discovery_Connect_Escalations_Consultant_JHB job info - Discovery Ltd. Sandton, Gauteng in 2025-01-09 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.