About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek and invest in exceptional individuals who understand and support our core purpose and whose values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to perform at their best. As global thought leaders, Discovery is passionate about innovating to achieve not only financial success but also to ignite positive and meaningful change within society.
About Discovery Invest
Discovery Invest is a rapidly growing, fast-paced, and dynamic environment that delivers innovative financial products. The business thrives on exceptional customer engagement and experience, as well as mutually beneficial relationships with brokers and other stakeholders. Employees are expected to provide world-class service to both internal and external clients, ensuring sustainable and long-term relationships.
Job Description
Key Purpose
Discovery Invest is seeking Service Consultants who are client-centric with a passion for customer service and who embody Discovery’s core purpose and values in every interaction.
Areas of Responsibility
- Managing multiple telephonic queries from investors, brokers, and franchises
- Resolving queries with a focus on client satisfaction and retention
- Accurate logging of all customer interactions
- Achieving set targets for product and soft skills knowledge
- Adhering to risk and compliance standards
- Providing progress updates to callers on their requests
- Delivering service in line with Discovery Standards
- Handling administrative tasks including detailed statistical records of queries and correspondence
- Maintaining accurate records and providing quality feedback to managers
- Routing queries to appropriate departments for resolution
- Utilizing all Discovery systems for calls, queries, and correspondence
Requirements
Personal Attributes and Skills
- Positive teamwork and respect for others’ contributions
- Empathy and excellent listening skills
- Clear oral communication and ability to express opinions effectively
- Responsiveness to caller needs and feedback
- Consistent delivery of results exceeding customer expectations
- Focus on customer satisfaction and high quality standards
- Strong organizational and systematic approach to work
- Adaptability to change and willingness to learn new tasks
- Patience and professionalism under pressure
- Ability to balance work and personal life effectively
- Self-motivated, proactive, resilient and a team player
- Excellent verbal and communication skills
Education and Experience
- Matric certificate
- Minimum 2 years Call Centre experience
- At least 1 year experience within the financial services industry
- Experience in a Linked Investment Service Provider (LISP) is advantageous
- Related BComm Degree advantageous
- Proficient computer literacy in MS Office (essential)
- Basic mathematical skills
- Knowledge of brokers and the financial services sector is advantageous
Employment Equity
Discovery actively supports equal opportunities and considers the approved Employment Equity Plan and Targets as part of its recruitment process. The company welcomes applications from people with disabilities.