Job Description

Business Unit:

Discovery Health

Function:

Call Center / Contact Center

Date:

1 Sept 2025
Key Purpose



To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.



Key outputs



The successful applicant will be responsible for but not limited to the following job functions:


Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved Servicing our members in a customer centric way to ensure that we live by our service principles Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood Achieving and exceeding key performance metrics relating to service delivery




Competencies and Skills

Behavioural Competencies

Delivering results and meeting customer expectations Deciding and initiating action Analysing Resilient Following instructions and procedures Coping with pressure and setbacks Working with people Relating and networking Presenting and communicating information Persuading and influencing Learning and researching

Skills

Excellent verbal and written communication skills; Excellent administration skills; MS Office and PC literate Time Management




Personal Attribute and Skills:
Customer Centric Empathetic




Education and Experience

Education:

Matric with Mathematics or Accounting minimum of 50% and above. Having a achieved a minimum of 50% in English in Matric Basic MS Office Skills

Experience

At least 12 months working experience in a customer services environment

Advantageous

The Business Writing Skill

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.