Contact Centre Consultant – Talent Pool
Business Unit: Discovery Health
Function: Call/Contact Centre
Location: Not specified
Date: 20 August 2025
About Discovery:
Discovery’s mission is to make people healthier and enhance and protect lives. They seek passionate, self-driven individuals whose values align with their purpose. The environment is fast-paced and innovative, aimed at both financial success and positive social impact.
What is the Talent Pool?
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A database of qualified candidates ready for future roles as they become available.
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Candidates go through recruitment processes (assessments, role plays, interviews).
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Candidates remain active in the pool and receive monthly updates.
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Applying means consenting to be placed in the talent pool for future opportunities.
Key Purpose:
Deliver world-class service by resolving queries from Discovery Health Members, Providers, Employer groups, and Brokers primarily via telephone and other channels.
Key Responsibilities:
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Serve all stakeholders until their queries are fully resolved.
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Maintain a customer-centric approach aligned with Discovery’s service principles.
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Stay updated on product changes and digital servicing tools.
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Achieve and exceed performance metrics related to service delivery.
Competencies & Skills:
Behavioral Competencies:
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Deliver results and meet customer expectations
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Effective communication and presentation
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Writing and reporting
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Analytical thinking
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Decision making and initiative
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Teamwork and interpersonal skills
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Goal achievement and resilience
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Following instructions and procedures
Skills:
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Excellent verbal and written communication
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Strong administration and MS Office skills
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Time management
Personal Attributes:
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Customer-centric
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Empathetic
Education & Experience:
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Matric with Mathematics or Accounting
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Minimum 50% in English in Matric
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Basic MS Office skills
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At least 12 months experience in customer service environment
Advantageous:
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Business writing skills
Employment Equity:
Discovery encourages applications from designated groups and people with disabilities as part of its commitment to equal opportunities.
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