About Discovery Limited

Discovery Limited is a leading South African financial services and private healthcare group headquartered in Sandton. Founded in 1992 by Adrian Gore, the company is listed on the Johannesburg Stock Exchange (JSE) under the ticker DSY. Since inception in 1992, Discovery has been guided by a clear core purpose – to make people healthier and to enhance and protect their lives. We have been able to do this by pioneering the Shared-value Insurance model, which delivers better health and value for clients, superior actuarial dynamics for the insurer, and a healthier society. The success of the model in the markets where we operate has been testament to its importance to society.

Internship Details

• Internship: Service Consultant
• Business Unit: Discovery Invest
• Function: Call Center / Contact Center

Job Purpose

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.

Education and Experience

1. Matric
2. A minimum of 2 years Call Centre experience
3. A minimum of 1 years’ experience within the financial services industry
4. Working experience within a LISP would be advantageous
5. Related BComm Degree is advantageous
6. Computer literacy: Proficient in MS Office (essential)
7. Basic mathematical skills
8. Broker knowledge and understanding is advantageous

Duties and Responsibilities

1. Dealing with multiple telephonic queries from Investors brokers and franchises
2. Dealing with queries through to resolution
3. Dealing with queries focussing on client satisfaction and client retention outcomes
4. Accurate logging of all interactions
5. Achievement of product and soft skills knowledge targets
6. Adhere to risk and compliance requirements
7. Updating callers on the progress of their requests
8. Ensuring that callers receive service in line with Discovery Standards
9. Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
10. Accurate record keeping and quality feedback to direct line manager
11. Routing queries to the correct departments or teams for adequate resolution
12. Utilising all the Discovery systems required for all calls, queries and correspondence