Permanant Contact Centre Consultant – Talent Pool – Discovery Vacancies
Job Description
Discovery Vacancies – Contact Centre Consultant – Talent Pool
About the Opportunity
This opportunity allows you to be part of a dynamic talent pool of qualified candidates who are considered for upcoming roles as they become available. Candidates will go through the full recruitment process, including assessments and interviews, and successful applicants will be placed in a database for future hiring needs. Regular updates will be provided on application progress.
Key Purpose
The Contact Centre Consultant will deliver exceptional customer service by assisting members, providers, employer groups, and brokers. The role focuses on resolving queries efficiently across multiple communication channels, with a primary emphasis on telephonic support.
Key Responsibilities
- Provide professional support to stakeholders through phone and other service channels until queries are fully resolved
- Deliver customer-centric service aligned with organizational service standards
- Stay updated on product offerings and changes to ensure accurate information is provided
- Maintain strong knowledge of digital service tools and platforms to enhance customer interactions
- Consistently meet and exceed service delivery performance targets
- Ensure all interactions are handled efficiently, accurately, and with a high level of professionalism
Competencies
Behavioural Competencies
- Strong focus on achieving results and meeting customer expectations
- Effective communication and presentation skills
- Strong writing and reporting abilities
- Analytical thinking and problem-solving skills
- Ability to take initiative and make informed decisions
- Team collaboration and interpersonal skills
- Resilience in achieving goals and overcoming challenges
- Ability to follow processes and procedures accurately
Skills
- Excellent verbal and written communication skills
- Strong administrative and organizational abilities
- Proficiency in MS Office and general computer literacy
- Effective time management skills
Personal Attributes
- Customer-focused mindset
- Empathetic and supportive approach when dealing with clients
Education
- Matric with Mathematics or Accounting
- Minimum of 50% in English
- Basic proficiency in MS Office
Experience
- At least 12 months of experience in a customer service environment
Advantageous
- Strong business writing skills
Employment Equity
The organization is committed to diversity and equal opportunity. Applications from individuals with disabilities are encouraged, and all hiring decisions are aligned with the company’s Employment Equity Plan.
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