Service Consultant (Insure24)

Service Consultant (Insure24) – Talent Pool
Business Unit: Discovery Insure
Function: Call Center / Contact Center
Date: 8 February 2025

Key Purpose
The Service Consultant will be responsible for monitoring, assisting, and following up on vehicle incidents, including hijacking, theft, and impact notifications, as well as managing alerts for value-added and emergency services for Discovery Insure clients. This position requires working in shifts and demands a high level of attention to detail, efficiency, and excellent customer service.

Areas of Responsibility
The successful candidate will be expected to carry out a variety of tasks, including but not limited to the following:

• Efficient Processing of Alert Notifications: Quickly and accurately process all incoming alerts regarding vehicle incidents, ensuring timely responses to client needs.
• Timely Administration: Handle all administrative tasks related to vehicle incidents and alerts promptly, ensuring data accuracy.
• Achievement of Targets: Meet both product knowledge and soft skills knowledge targets to ensure high performance and effective client interactions.
• Stakeholder Liaison: Communicate effectively with internal and external stakeholders to resolve issues and provide updates on incident statuses.
• Risk and Compliance Adherence: Follow all risk management and compliance procedures as required by Discovery Insure.
• Teamwork & Self-Management: Collaborate with team members while aligning individual actions with Discovery’s core values, maintaining a self-managed work ethic.

Education and Experience
Candidates should meet the following qualifications and experience:

• Matric (Essential).
• Minimum of 2 years’ experience in an emergency services call center, such as road or home assist services (Essential).
• Knowledge of Google Maps and the ability to use it efficiently (Essential).
• Understanding of South African Geography, including knowledge of high-risk areas (Essential).
• Vehicle monitoring knowledge (Advantageous).
• PSIRA accreditation (Advantageous).
• Flexibility to work in shifts.
• Degree (Advantageous).

Employment Equity
As part of Discovery’s commitment to diversity and inclusion, we encourage individuals with disabilities to apply. The company’s approved Employment Equity Plan and Targets will be considered during the recruitment process.

This position presents an excellent opportunity for individuals with experience in emergency services and a passion for delivering exceptional customer support. If you are a dedicated professional with a strong commitment to service excellence, we invite you to apply for this exciting role.