New Markets GAP Service Consultant

Key Purpose

• To answer inbound calls, make outbound calls, resolve queries in real time from members, Franchises, Brokers and the public in line with Service Level Agreements.
• To manage administration

Areas of responsibility may include but not limited to

• To professionally resolve inbound queries from members, 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 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 call centre experience