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 and values through every interaction.

Areas of responsibility may include but not limited to

Dealing with multiple telephonic queries from Investors brokers and franchises
Dealing with queries through to resolution
Dealing with queries focussing on client satisfaction and client retention outcomes
Accurate logging of all interactions
Achievement of product and soft skills knowledge targets
Adhere to risk and compliance requirements
Updating callers on the progress of their requests
Ensuring that callers receive service in line with Discovery Standards
Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
Accurate record keeping and quality feedback to direct line manager
Routing queries to the correct departments or teams for adequate resolution
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 interest
The ability to consult with others and share information and expertise with others
Speak fluently
Express opinions, information and key points of a discussion clearly
Responds 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 objective and goals
Adaptive to change
Patient and objective
Accepts new ideas and change initiates
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 pro-active
Be able to prioritise work, under pressure and manage deadlines
professional at all times
A Team player
resilient
Service orientated and client centric
Results driven

Education and Experience

Matric
A minimum of 2 years Call Centre experience
A minimum of 1 years’ 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.

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