Job Description

Business Unit:

Discovery Connect

Function:

Call Center / Contact Center

Date:

5 Jun 2025






Assisting clients with queries and servicing requests on their policies within the required SLA


Managing all queries through to resolution Co-ordination of own administration Maintaining accurate details and statistics of all queries Resolve highly escalated queries swiftly and efficiently Provide feedback to business regarding the nature and root cause of escalations Working according to set targets Communicating outcomes to complainants verbally and in writing Identifying and proposing solutions to process and service related failures Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries




Key purpose



Assisting the Relations Specialists in resolution of escalated complaints and queries





Key Outputs



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





functions:


Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values. Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query. Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine

service failure trends and recurring problems.
Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring. Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise. A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery




Card products.





Liaising internally with the staff and management of the relevant departments within Discovery





Personal attributes and skills




Have sales ability and be persuasive Be friendly, sincere ,confident ,courteous and positive Be self-managed Have excellent administration skills and be extremely organized Have the ability to deal with change Be able to maintain confidentiality Have excellent telephone skills Have excellent verbal and written communication skills Be self-motivated and pro-active Be able to prioritize , work under pressure and manage deadlines Be a team player Be resilient Be service orientated and customer focused Be results driven Conflict management skills




Qualification & Experience




Matric Excellent English and Afrikaans spoken would be beneficial Good Excel and Word skills NQF 4 or 5 Confidential 30 + FAIS Credits RE5 1yr + Experience in Client Services or Escalations

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.