Outbound Concierge Consultant - Cape Town, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Health
Function:Call Center / Contact Center
Date:31 Oct 2023
Key Purpose

The outbound concierge consultant significantly enhances the member's experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
Gauge the members existing level of digital proficiency.
Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
Make use of a multi-channel approach in engaging with the members.
Improving client experience
Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.

Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service.

Gather data and information on client needs and experiences of the existing digital channels and platforms.
Provide structured feedback to relevant stakeholders regarding digital channel enhancement opportunities and evolving members needs.
Servicing our members in a customer centric way to ensure that we live by our service principles
Ensuring excellent quality service to all members

Competencies

Behavioral Competencies

Digitally savvy

Ability to sense and interpret levels of readiness to adopt a particular digital channel.
Customer Centric
Ability to transfer and relay information on various levels
Probes for further information or greater understanding of a problem
Can facilitate skills transfer using multiple channels
Adapts to changing circumstances
Promotes ideas on behalf of self or others
Takes initiative, acts with confidence and works under own direction
Initiates and generates activity
Upholds ethics and values
Demonstrates integrity
Establishes good relationships with members
Assertive and confident
Diplomatic and tactful
Speak fluently (accent neutral) English/Afrikaans

Knowledge

Experience in an outbound telesales environment

Experience in the financial services industry
Discovery Health product experience

Skills

Time Management

Verbal and written communication
Interpersonal skills

Qualifications & Experience

Essential

Matric

Min 3 years' call centre experience
Knowledge of the Discovery systems
Proficient in MS Office suite

Advantageous

Minimum 12 months experience dealing with members/brokers

Minimum 12 months credit control or related financial experience
Face-to-Face experience
Relevant tertiary qualification

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.