Service Consultant

Service Consultant – Talent Pool
Business Unit: Discovery Invest
Function: Call Center / Contact Center
Date: 1 February 2025

About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We invest in exceptional individuals who support our core purpose and align with our values. Our dynamic, fast-paced environment encourages self-driven people to reach their potential. As global thought leaders, we are passionate about innovating to not only achieve financial success but also create meaningful change in society.

About Discovery Invest
Discovery Invest thrives in a dynamic, fast-paced environment and provides innovative products that engage customers. This environment focuses on customer satisfaction, experience, and long-term relationships with brokers and stakeholders. We are committed to delivering world-class service, ensuring sustainable relationships with our clients.

Key Purpose
We are looking for Service Consultants who are client-centric and passionate about customer service. These individuals will embody our core purpose and values in every interaction, providing exceptional service to internal and external clients.

Areas of Responsibility
The successful individual will be responsible for the following, but not limited to:

• Telephonic Queries: Handling multiple queries from investors, brokers, and franchises.
• Query Resolution: Addressing and resolving queries with a focus on client satisfaction and retention.
• Accurate Logging: Recording all interactions and maintaining accurate, detailed statistics.
• Compliance and Risk: Adhering to risk and compliance requirements.
• Progress Updates: Updating callers on the status of their requests.
• Discovery Standards: Ensuring all interactions meet Discovery’s service standards.
• Administrative Tasks: Handling administrative tasks, ensuring accurate record-keeping, and providing feedback to the direct manager.
• Routing Queries: Directing queries to the appropriate department or team for resolution.
• System Usage: Utilizing Discovery systems for all calls, queries, and correspondence.

Personal Attributes and Skills
The successful individual will demonstrate the following competencies:

• Team Player: Ability to work well with others and respect differing views.
• Empathy and Support: Ability to be caring, supportive, and empathetic.
• Clear Communication: Ability to express ideas clearly and listen effectively.
• Customer-Centric: Focused on meeting and exceeding customer expectations.
• Organizational Skills: Methodical, systematic, and efficient work habits.
• Adaptability: Ability to adapt to change and remain positive.
• Resilience: Ability to handle pressure and maintain composure in difficult situations.
• Attention to Detail: Committed to quality and productivity standards.
• Quick Learner: Able to learn new tasks quickly and apply new information effectively.
• Emotional Control: Keeps emotions under control during challenging situations.
• Feedback-Oriented: Open to constructive feedback and learning from it.
• Work-Life Balance: Balances work with personal life to maintain productivity.
• Professionalism: Maintains professionalism at all times.
• Service-Oriented: Client-focused and results-driven.

Education and Experience

• Matric (Grade 12).
• Minimum of 2 years’ call center experience.
• Minimum of 1 year’s experience in the financial services industry.
• Experience with a LISP (advantageous).
• Related BComm degree (advantageous).
• Proficient in MS Office (essential).
• Basic mathematical skills.
• Broker knowledge and understanding (advantageous).

Employment Equity
As part of the recruitment process, the company’s approved Employment Equity Plan and Targets will be considered. Discovery is an Equal Opportunities employer, and we actively encourage people with disabilities to apply.

If you are a results-driven, client-focused individual with a passion for customer service and looking to grow in a dynamic and supportive environment, we encourage you to apply!

apply here