Service Recovery Consultant

2 weeks ago

Pretoria, South Africa Discovery Full time

Achieve more than YOU BELIEVE

Discovery Corporate & Employee Benefits

Service Recovery 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 Corporate & Employee Benefits

Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape 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 are brought to companies and employees.

Key Purpose

Responsible for delivering exceptional customer experience by managing and resolving customer feedback, complaints, escalations, and queries in a timely and professional manner. This involves analysing survey feedback, collaborating with cross-functional teams for process improvements, providing effective solutions to customer issues, and maintaining accurate records.

Areas of responsibility may include but not limited to

- Survey Feedback Management: Manage and respond to customer survey feedback, ensuring timely and professional communication.
- Complaints and Escalations Resolution: Assist the Complaints Function in resolving customer complaints, escalations, and queries.
- Administrative Tasks: Perform administrative duties, logging of complaints and service recovery, reporting, and maintaining accurate records, emails/TWTs
- Process Improvements: Identify areas for process improvements and implement changes to enhance customer experience and efficiency.
- Facilitating Resolution: Collaborate with internal stakeholders to facilitate resolution of customer issues, ensuring timely and effective solutions.
- Stakeholder Collaboration: Work with various stakeholders, including customer service teams, operations, and management to ensure seamless resolution of customer issues.
- Provide feedback and request changes to processes/product/systems and life plan guides based on complaints received
- Technical Support Centre Support when required

Personal Attributes

- Analytical and problem-solving skills
- Good written and verbal communication
- Customer Focus and industry knowledge
- Interpersonal savvy
- Innovation
- Discovery Life Product knowledge (advantageous)
- Integrity
- Attention to Detail
- Planning, prioritizing, and organizing
- Teamwork/collaboration
- Stress tolerance

Education and Experience

- Matric – Essential
- Business Administration Certification, BA or BCom Degree or similar – advantageous
- Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous
- 1 - 2 years’ experience and knowledge in Group Life and/or Retirement Funds – Essential
- 2 years’ experience in Employee Benefits
- Client Services across call centre, correspondence and servicing (advantageous)
- Compliance and Risk management knowledge - advantageous
- Advanced Microsoft Suite proficiency
- Communication skills
- Problem solving and analysis skills
- Client Services across call centre, correspondence and servicing (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.

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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