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 Corporate & Employee Benefits

Discovery Corporate & Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees.

Key Purpose

The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.

Areas of responsibility may include but not limited to

Providing telephonic and email support in the Technical Support Centre
Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence.
Comprehensively understand and investigate complaints relating to policy, protocol and benefits.
Tracking and identifying trends and revert with feedback to appropriate parties.
Keeping accurate and comprehensive stats on a daily, weekly and monthly basis.
Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
Keeping abreast of Discovery Employee Benefits schemes and in-house products, protocols and policies. Data analysis and reporting to various stakeholder

Personal Attributes

High Sense of urgency and understanding of efficient and effective client service
High EQ
Excellent communication skills, verbal and written
Action orientated
Career Ambition
Strong Interpersonal skills
Customer focus
Peer relationships
Takes initiative
Decision making
Ability to work independently and within a team environment
Problem solving
Judgement

Education and Experience

NQF level 6 equivalent qualification.
Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
1 year customer service experience in a Contact Centre environment
Track record of client query resolution
Excellent written and verbal communication skills in English
Intermediate computer literacy in Microsoft Office
Preference will be given to Employee Benefit experience
Must be able to work on a Saturday

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.

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.

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