Description

We are looking for Service Consultants who are client centric with a passion for customer service and who embrace our core purpose and and values through every interaction.

Responsibilities

•  Dealing with multiple telephonic queries from Investors, Brokers and Franchises.
•  Dealing with queries through to resolution.
•  Dealing with queries focusing on client satisfaction and client retention outcomes.
•  Accurate logging of all interactions.
•  Achievement of product and soft skills knowledge targets
•  Adhere to risk and compliance requirements
•  Updating callers on the progress of their requests
•  Ensuring that callers receive service in line with Discovery Standards
•  Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
•  Accurate record keeping and quality feedback to direct line manager
•  Routing queries to the correct departments or teams for adequate resolution
•  Responds quickly to the needs of their callers and to the reactions and feedback of callers
•  Utilizing all the Discovery systems required for all calls, queries and correspondence

Requirements

•  Matric
•  A Minimum of solid 0 – 1 years
•  Basic mathematical skills
•  Proficiency in MS Office (MS Word, Excel, PowerPoint).

Skills & Competencies

•  Excellent written and verbal communication
•  Speak fluently
•  Display empathy
•  Good listening skills
•  Professional always
•  Self-Motivated and pro-active
•  Service orientated and client centric
•  Focus on customer needs and satisfaction
•  Able to work under pressure and manage deadlines.
•  The ability to deliver results and exceed customer expectations
•  Sets high standards for quality integrated with quantity
•  Monitors, maintains quality and productivity
•  Works in a systematic, methodical and organised manner
•  Consistently achieves objective and goals
•  Adaptive to change
•  Patient and objective
•  Accepts new ideas and change initiates
•  Adapts interpersonal style to situational circumstances
•  Displays an interest in new experiences
•  Rapidly learns new tasks and commits information to memory quickly
•  Demonstrates an immediate understanding of newly presented information
•  The ability to work positively with people in a team environment
•  The ability to display respect for the views and contributions of others
•  The ability to consult with others and share information and expertise with others
•  Express opinions, information and key points of a discussion clearly
•  Gathers comprehensive information to support decision making
•  Be able to prioritize work, under pressure and manage deadlines