FlexiCare Service Specialist – Talent Pool – Port Elizabeth Skills Programme Learner – Sandton Learnership – Long Term Insurance

Eastern Cape, Full Time

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:
Dealing with inbound and correspondence queries (telephonically, via email/letter and chat) from Intermediaries, Employers and Members

Areas of responsibility may include but not limited to

Dealing with multiple telephonic queries from Discovery FlexiCare members, brokers, employers and franchises
Dealing with all queries through the product lifecycle of the FlexiCare product to resolution
Logging of all queries
Keeping client up to date with their queries
Ensuring excellent quality service to all clients
Routing all enquiries to correct departments
Working on Discovery systems
Correctly applying Discovery FlexiCare processes and procedures
Keep well-informed with Discovery FlexiCare product policy and product updates

Personal Attributes and Skills

Delivering results and meeting customer expectations
Deciding and initiating action
Following instructions and procedures
Coping with pressure and setbacks
Achieving personal work goals and setbacks
Working with people
Relating and networking
Learning and researching
Focuses on customer needs and satisfaction.
Persuading and influencing
Sets high standards for quality and quantity.
Monitors and maintains quality and productivity
Adapts to changing circumstances.
Accepts new ideas and change initiatives.
Adapts interpersonal style to suit different people or situations.
Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
Keeps emotions under control during difficult situations.
All Discovery Health product and benefit knowledge.
Discovery Health systems
Time Management
Verbal and written communication

Education and Experience

Working experience as a Contact Centre consultant
Minimum 6 months Client Services experience
Consistent performance in current role
Basic MS Office Knowledge (Including, Excel, Word, Outlook)
No IR issues

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