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Vitality Health International Service Consultant (Swahili Sanifu Speaking) - Talent Pool
Business Unit: Discovery Health
Function: Call Center / Contact Center
Date: 7 Aug 2024
Vitality Health International Service Consultant (Swahili Speaking) - Talent Pool
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success but to ignite positive and meaningful change within our society.
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 of 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:
- Taking inbound calls, assisting Africa Health Insurance members with queries, and ensuring first-time resolutions or referring them to the appropriate area for resolution.
- Areas of responsibility may include but are not limited to:
- Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public, and internal parties.
- Dealing with all queries through to resolution.
- Keeping clients up to date with their queries.
- Ensuring excellent quality service to all members.
- Completing administrative and repetitive tasks.
- Keeping accurate detailed stats of all queries/correspondence and reporting on it weekly.
- Logging of all queries and routing all enquiries to correct departments.
- Working on Africa Health Insurance systems.
- Keeping up to date with policy and product changes.
- Assisting with written correspondence where necessary.
- Driving the values of first-time resolution on all interactions.
- Applying logic in all circumstances.
Personal Attributes and Skills
- Presenting and communicating information.
- Delivering results and meeting customer expectations.
- Deciding and initiating action.
- Following instructions and procedures.
- Adhering to principles and values.
- Persuading and influencing.
- Analyzing.
- Coping with pressure and setbacks.
- Able to work between shifts allocated.
- All Africa Health Insurance product and benefit knowledge.
- Time Management.
- Verbal and written communication.
Education and Experience
- Matric.
- Basic MS Office Knowledge.
- Minimum of 6 months customer service experience.
- Ability to speak Swahili (Kiswahili sanifu).
- Minimum of 6 months of inbound call center experience in a customer service environment.
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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