| Internal Job Description | Internal Job DescriptionWhat is a Talent Pool? In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available. Key Purpose | To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone. |
Key outputs The successful applicant will be responsible for but not limited to the following job functions: - Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
- Servicing our members in a customer centric way to ensure that we live by our service principles
- Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
- Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
- Achieving and exceeding key performance metrics relating to service delivery
Competencies and Skills Behavioural Competencies - Delivering results and meeting customer expectations
- Presenting and communicating information
- Writing and reporting
- Analysing
- Deciding and initiating action
- Working with people
- Achieving personal work goals and setbacks
- Following instructions and procedures
Skills - Excellent verbal and written communication skills;
- Excellent administration skills;
- MS Office and PC literate
- Time Management
Personal Attribute and Skills: - Customer Centric
- Empathetic
Education and Experience Education: - Matric with Mathematics or Accounting
- Having a achieved a minimum of 50% in English in Matric
Experience - At least 12 months working experience in a customer services environment
Advantageous - The Business Writing Skill
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