Job Description

Business Unit:

Discovery Health

Function:

Call Center / Contact Center

Date:

30 Sept 2025
Discovery - Health

VHI Service 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 The Gau Service Team

This team is primarily situated in Sandton and is one of four regional service teams. We take pride in excellent, world- class service delivery to our members, brokers and employer groups at all touch points in their journey. Our expectation of employees is to (1) be engaged, (2) deliver world class service to all internal and external stakeholders, as well as (3) take ownership for key responsibilities. This means speaking in a way that the person you are servicing can hear you smile, where going the extra mile is done effortlessly resulting in delighted stakeholders. It also means taking ownership of the business, and taking full accountability for the people you service; treating them as you would family. This can only be achieved by using your knowledge of our products and exceptional digital tools, staying humble, dazzling our stakeholders and always knowing that what you do matters!

Key Purpose

To drive an end to end customer service experience by:
To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Areas of responsibility may include but not limited to

Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties Dealing with all queries through to resolution Keeping client up to date with their queries Ensuring excellent quality service to all members Completing administrative and repetitive tasks Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis Logging of all queries and routing all enquiries to correct departments Working on Africa Health Insurance systems Keep up to date with policy and product changes Assisting with written correspondence where necessary Driving the values of first-time resolution on all interactions Applying logic in all circumstance

Personal Attributes and Skills

Presenting and communicating information Delivering results and meeting customer expectations Deciding and initiating action Following instructions and procedures Adhering to principles and values Persuading and influencing Analyzing Coping with pressure and setbacks Able to work between shifts allocated All Africa Health Insurance product and benefit knowledge Africa Health Insurance Systems Time Management Verbal and written communication

Education and Experience

Matric Basic MS Office Knowledge Minimum of 6 months customer service experience Ability to speak to Portuguese Minimum of 6 months inbound call centre experience in a customer service environment

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.