Service Consultant

3 weeks ago


Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Invest**Function**:Call Center / Contact Center**Date**:13-Feb-2023- Discovery - Invest | Service Support- Service Consultant**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 Invest**
- Discovery Invest is an ever growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.**Key Purpose**
- We are looking for a Service Consultant who is client centric with a passion for customer service and who embrace our core purpose and values through every interaction. The role entails engaging and dealing with clients, brokers and financial advisers to provide a world class client experience, focused on client satisfaction and client retention.
.**Areas of responsibility may include but not limited to**
- Dealing with multiple telephonic queries from Investors brokers and franchises
- Dealing with queries through to resolution
- Dealing with queries focussing on client satisfaction and client retention outcomes
- Accurate logging of all interactions
- Achievement of product and soft skills knowledge targets
- Adhere to risk and compliance requirements
- Updating callers on the progress of their requests
- Ensuring that callers receive service in line with Discovery Standards
- Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
- Accurate record keeping and quality feedback to direct line manager
- Routing queries to the correct departments or teams for adequate resolution
- Utilising all the Discovery systems required for all calls, queries and correspondence

**Personal Attributes and Skills**
- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Problem Solver

**Additional Attributes**
- Ability to handle pressure and tight deadlines
- Good communication skills
- The ability to work positively with people in a team environment
- The ability to display respect for the views and contributions of others
- The ability to deliver results and exceed customer expectations
- Adaptive to change
- Gathers comprehensive information to support decision making
- Be able to prioritise work, under pressure and manage deadlines
- Service orientated and client centric
- Results driven

**Education and Experience**

**Education**
- Matric
- Related BComm Degree/ National Diploma is advantageous

**Experience**
- A minimum of 2 years call centre experience within an ‘Inbound’ environment
- A minimum of 1 years’ experience within the Financial Services industry or Investment Platform environment
- Specific working experience within a Linked Investment Service Provider (LISP) would be advantageous
- Computer literacy: Proficient in MS Office (essential)
- Basic mathematical skills
- Broker knowledge and understanding and exposure to dealing with Brokers is advantageous
- 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.


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