Contact Centre Consultant (Talent Pool) โ Discovery Health โ Open Until Filled
Employer: Discovery
Business Unit: Discovery Health
Position: Contact Centre Consultant โ Talent Pool
Job Function: Call Centre / Contact Centre
Employment Type: Talent Pool
Minimum Qualification: Matric with specified subject requirements
Experience Required: At least 12 months in a customer service environment
Closing Date: Open until filled
Overview
Discovery Health is inviting suitable candidates to join its Contact Centre Consultant Talent Pool.
The role focuses on providing high-quality customer service to Discovery Health members, healthcare providers, employer groups and brokers. Consultants are responsible for handling and resolving queries through various service channels, with telephone support being the primary method of communication.
This is a Talent Pool opportunity, which means candidates who successfully complete Discovery’s recruitment process may be considered for suitable Contact Centre Consultant positions as vacancies become available.
Applicants should have strong communication and customer-service skills, basic computer knowledge and at least 12 months of experience in a customer service environment.
What Does the Talent Pool Mean?
This advertisement does not necessarily represent an immediate appointment.
Successful applicants will still be required to complete Discovery’s recruitment process, which may include:
- Assessments.
- Role-play exercises.
- Interviews.
- Verification against the minimum requirements.
Candidates who successfully meet the required standards may then be added to Discovery’s pool of qualified candidates and considered when suitable Contact Centre Consultant vacancies become available.
Key Responsibilities
The successful candidate will be responsible for:
– Assisting Discovery Health members with enquiries.
– Providing telephone support to members, healthcare providers, employer groups and brokers.
– Handling customer enquiries through other available service channels when required.
– Taking ownership of customer queries and working towards full resolution.
– Delivering professional and customer-focused service.
– Providing accurate information to customers and other stakeholders.
– Keeping up to date with changes to Discovery Health products and services.
– Learning and understanding the digital servicing tools available within the business.
– Helping customers understand and use relevant digital service channels.
– Maintaining accurate customer-service administration.
– Meeting required service-delivery standards.
– Working towards and exceeding applicable contact-centre performance measures.
– Following company procedures and service principles.
– Maintaining a professional approach when communicating with customers.
Minimum Education Requirements
Applicants must have Matric / Grade 12 and meet the following academic requirements:
- Mathematics, Mathematical Literacy or Accounting with a minimum result of 50%.
- English with a minimum result of 50%.
An appropriate post-Matric qualification may replace the above Matric subject requirements, according to the original vacancy advertisement.
Applicants should also have:
- Basic Microsoft Office skills.
- Basic computer literacy.
Experience Required
Applicants must have:
- At least 12 months of working experience in a customer service environment.
Relevant experience may include roles involving direct interaction with customers, telephone enquiries, client support or other customer-service responsibilities.
Advantageous Skills
The following will be beneficial:
- Business writing skills.
- Previous contact-centre or call-centre exposure.
- Experience handling customer queries.
- Strong administrative abilities.
- Experience working with computer-based customer-service systems.
Skills and Competencies
Candidates should demonstrate:
- Excellent verbal communication skills.
- Excellent written communication skills.
- Strong customer-service skills.
- Good administration skills.
- Basic Microsoft Office proficiency.
- Computer literacy.
- Good time-management skills.
- Ability to present and communicate information clearly.
- Ability to analyse information.
- Good writing and reporting skills.
- Ability to follow instructions and procedures.
- Ability to work effectively with people.
- Ability to make decisions and take appropriate action.
- Ability to work towards personal and team performance goals.
- Ability to remain productive when dealing with challenges or setbacks.
Personal Attributes
Discovery Health is looking for candidates who are:
- Customer-focused.
- Empathetic.
- Professional.
- Self-driven.
- Results-oriented.
- Comfortable communicating with different stakeholders.
- Able to work effectively in a fast-paced environment.
- Committed to resolving customer queries accurately and efficiently.
Performance Expectations
As a Contact Centre Consultant, successful candidates will be expected to work towards key performance measures relating to customer service and service delivery.
This includes:
- Providing accurate information.
- Resolving customer queries effectively.
- Maintaining professional communication.
- Keeping up to date with product changes.
- Understanding available digital servicing tools.
- Meeting or exceeding applicable service-delivery targets.
Possible Interview Questions
Candidates preparing for the Discovery Health Contact Centre Consultant recruitment process may be asked:
- Why would you like to work for Discovery Health?
- What do you understand about the role of a Contact Centre Consultant?
- Tell us about your previous customer-service experience.
- How would you handle an angry or frustrated customer?
- What would you do if you did not immediately know the answer to a customer’s question?
- How do you make sure that information provided to customers is accurate?
- Tell us about a difficult customer query that you successfully resolved.
- How would you deal with several customer enquiries during a busy period?
- What does customer-centric service mean to you?
- How do you demonstrate empathy when speaking to a customer?
- How comfortable are you working with computers and Microsoft Office?
- How do you manage your time when working towards performance targets?
- How would you explain complicated information to a customer who does not understand it?
- Are you comfortable being measured against contact-centre performance targets?
Candidates should also prepare for assessments and role-play exercises, as these are specifically mentioned as possible stages of the Talent Pool recruitment process.
CV Tips for This Position
Make sure your CV clearly shows your Matric results, particularly if you meet the required 50% minimum in:
- English; and
- Mathematics, Mathematical Literacy or Accounting.
If you have a post-Matric qualification, include the qualification name, institution and completion date.
Your CV should also clearly demonstrate at least 12 months of customer-service experience.
Highlight experience involving:
- Call centre or contact centre work.
- Customer service.
- Client support.
- Telephone enquiries.
- Complaint resolution.
- Administration.
- Data capturing.
- Customer query resolution.
- Microsoft Office.
- Email communication.
- Working with customer-service systems.
- Meeting performance targets or KPIs.
Use specific examples where possible. For example, instead of simply writing โhelped customers,โ explain that you โhandled customer enquiries telephonically, resolved complaints and maintained accurate customer records.โ
Also highlight strong communication, empathy, problem-solving, time management and customer-service skills.
APPLICATION PROCESS
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