Talent Pool Information
A talent pool is a database of pre-qualified candidates who may be considered for future Contact Centre Consultant opportunities as they become available. Candidates who join the talent pool will still go through the full recruitment process, including assessments, role plays, and interviews. Successful candidates will remain on the database and be considered for upcoming vacancies, with regular updates provided on their status.

Key Purpose
To deliver world-class service to Discovery Health Members, Providers, Employer Groups, and Brokers by resolving queries accurately and efficiently through multiple service channels, primarily telephonically.

Key Responsibilities

• Provide telephonic and multi-channel support to members and stakeholders until queries are fully resolved
• Deliver service in a customer-centric manner aligned with Discovery service principles
• Stay up to date with product knowledge and policy changes to ensure accurate service delivery
• Maintain strong understanding of digital servicing tools and systems used within the business
• Achieve and exceed defined performance and service delivery targets
• Ensure consistent, high-quality interactions across all customer engagements
• Apply correct procedures and policies when handling member queries

Skills and Competencies

Behavioural Competencies

• Delivering results and meeting customer expectations
• Presenting and communicating information effectively
• Writing and reporting clearly and accurately
• Analytical thinking and problem solving
• Decisiveness and proactive action-taking
• Team collaboration and interpersonal effectiveness
• Following instructions and procedures
• Managing personal performance and resilience

Skills Required

• Strong verbal and written communication skills
• Excellent administrative and organisational ability
• Computer literacy, including MS Office proficiency
• Strong time management skills

Personal Attributes

• Strong customer-centric mindset
• Empathy and emotional sensitivity
• Professionalism in all interactions
• Ability to work under pressure in a fast-paced environment

Education Requirements

• Matric with Mathematics, Mathematical Literacy or Accounting (minimum 50%)
• Minimum 50% in English in Matric
• Any post-matric qualification is advantageous
• Basic MS Office skills required

Experience Requirements

• Minimum of 12 months’ experience in a customer service or contact centre environment

Advantageous

• Business writing skills

Employment Equity
The company’s Employment Equity Plan and targets will be applied during the recruitment process. As an equal opportunity employer, applications from individuals with disabilities are encouraged.