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