Outbound Concierge Consultant - Proactive Services - WCP

Key Purpose

The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.

Gauge the members existing level of digital proficiency.

Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.

Make use of a multi-channel approach in engaging with the members.

Improving client experience

Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.

Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service.

Gather data and information on client needs and experiences of the existing digital channels and platforms.

Provide structured feedback to relevant stakeholders regarding digital channel enhancement opportunities and evolving members needs.

Servicing our members in a customer centric way to ensure that we live by our service principles

Ensuring excellent quality service to all members

Competencies

Behavioral Competencies

Digitally savvy

Ability to sense and interpret levels of readiness to adopt a particular digital channel.

Customer Centric

Ability to transfer and relay information on various levels

Probes for further information or greater understanding of a problem

Can facilitate skills transfer using multiple channels

Adapts to changing circumstances

Promotes ideas on behalf of self or others

Takes initiative, acts with confidence and works under own direction

Initiates and generates activity

Upholds ethics and values

Demonstrates integrity

Establishes good relationships with members

Assertive and confident

Diplomatic and tactful

Speak fluently (accent neutral) English/Afrikaans

Knowledge

Experience in an outbound tele-sales environment

Experience in the financial services industry 

Discovery Health product experience

Skills

Time Management

Verbal and written communication

Interpersonal skills

Qualifications & Experience

Essential

Matric

Min 3 years’ call centre experience

Knowledge of the Discovery systems

Proficient in MS Office suite

Advantageous

Minimum 12 months experience dealing with members/brokers

Minimum 12 months credit control or related financial experience

Face-to-Face experience

Relevant tertiary qualification