Contact Centre Consultant

Discovery

Port Elizabeth, Eastern Cape, ZA

5d ago

source : Latest Jobs

Key Purpose To take calls and assist all Discovery clients with queries and provide query resolution Key Outputs Dealing with multiple telephonic queries from Discovery members, brokers, franchises, the public and internal parties.

Dealing with all queries through to resolution

Keeping clients up-to-date with their queries

Ensuring excellent quality service to all members

Completing administrative and repetitive tasks

Keeping accurate detailed stats of all queries / correspondence and reporting on it on a weekly basis

Logging of all queries and routing all enquires to correct departments

Working on Discovery systems

Keep up-to-date with policy and product changes

Assisting with escalated queries from brokers and franchises

Assisting with written correspondence where necessary Competencies

Self motivated and pro-active

Team player

Assertiveness and can easily adapt to change

Able to prioritise and work under pressure

Very organised, positive, and service orientated

Professional at all times

Attention to detail

Passion for service

Emotional maturity

Resilience

Innovation and Optimism

Problem Solving

Excellent verbal and written communication

Excellent administration skills Qualifications & Experience Essential :

Matric

Be proficient in English

Computer literate

Proficient on MS Office

Be willing to work in a call centre environment on a long term basis.

Minimum of 6 months experience in a customer service environment Advantageous :

Minimum of 12 months inbound call centre experience in a customer service environment

Proficient in a second language

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