Service Specialist

2 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Employee Benefits**Function**:Call Center / Contact Center**Date**:8 Nov 2023Achieve more than
- ***
**YOU BELIEVE**
- Discovery Employee Benefits
Service Specialist
- **About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About Discovery Employee Benefits**
- Discovery Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees.
- **Key Purpose of the role**- **Areas of responsibility may include but not limited to**
- The successful applicant will be responsible for but not limited to the following job functions:
- Answering inbound calls from all stakeholders timeously
- Making outbound calls to all stakeholders
- All general correspondence queries
- Dealing with queries through to resolution.
- Logging all queries and keeping clients updated with query resolution process.
- Completing administrative tasks in keeping accurate detailed stats of all queries / correspondence.
- Routing all queries to the correct department.
- Dealing with irate customers.
- Member Survey Reporting and Feedback.
- To develop or suggest improvements to processes or systems.
- To keep abreast of product developments in order to provide advise across various products.
- Data capturing
- Coordinating own and team’s administration
- Working according to set targets and ensuring that customer satisfaction is constantly attained.
- Dealing with escalated calls and queries where the core consultant could not provide first time resolution DI-HR-Job Spec-Service Specialist - March 2016 (002) Competencies
- Makes prompt, clear decisions, which may involve tough choices or considered risks.
- Takes responsibility for actions, projects and people.
- Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.
- Upholds ethics and values. Demonstrates integrity.
- Promotes and defends equal opportunities, builds diverse teams.
- Encourages organisational and individual responsibility towards the community and the environment.
- Establishes good relationships with customers and staff.
- Builds wide and effective networks of contacts inside and outside the organisation.
- Relates well to people at all levels. Uses humour appropriately to enhance relationships with others.
- Makes a strong personal impression on others.
- Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others.
- Manages conflict.
- Analyses numerical data, verbal data and all other sources of information.
- Breaks information into component parts, patterns and relationships.
- Probes for further information or greater understanding of a problem.
- Makes rational judgements from the available information and analysis.
- Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system.
- Focuses on customer needs and satisfaction.
- Sets high standards for quality and quantity.
- Monitors and maintains quality and productivity.
- Works in a systematic, methodical and orderly way. Consistently achieves project goals.
- Appropriately follows instructions from others without unnecessarily challenging authority.
- Follows procedures and policies.
- Keeps to schedules.
- Arrives punctually for work and meetings.
- Demonstrates commitment to the organisation.
- Complies with legal obligations and safety requirements of the role.
- Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
- Works productively in a high-pressure environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it. Qualifications & Experience

**Personal Attributes and Skills**
Highly analytical
- Delivering Results and Meeting Customer Expectations
- Planning & Organizing
- Speed and accuracy
- Competent and reliable
- Willingness to learn and give ideas
- Good communication skills
- Deadline Driven
- Service orientated

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