Service Consultant – Discovery Invest

Table of Contents

Service Consultant – Discovery Invest

Location: Discovery Invest, Call Center / Contact Center

Key Purpose:

At Discovery Invest, we are seeking dedicated Service Consultants who are client-centric, passionate about customer service, and fully align with our core purpose and values in every interaction. As a Service Consultant, you will play a crucial role in ensuring our clients’ satisfaction and retention through efficient and effective service delivery.

Responsibilities:

Your areas of responsibility may include, but are not limited to:

Handling multiple telephonic queries from Investors, brokers, and franchises. Resolving queries to the satisfaction of clients. Focusing on achieving client satisfaction and client retention goals. Accurately logging all interactions for record-keeping.

Meeting product and soft skills knowledge targets. Adhering to risk and compliance requirements. Providing updates to callers on the progress of their requests. Delivering service in line with Discovery Standards.

Handling administrative tasks, including maintaining detailed stats of all queries and correspondence. Routing queries to the appropriate departments or teams for resolution. Utilizing all necessary Discovery systems for calls, queries, and correspondence.

Personal Attributes and Skills:

To excel in this role, you should possess the following personal attributes and skills:

Positive teamwork skills and respect for the views and contributions of others. Empathy and good listening skills. Supportive, caring, and interested in helping others. Effective communication skills, including fluent speech and clear expression of ideas.

Quick response to the needs and feedback of callers. Ability to deliver results and exceed customer expectations. Focus on customer needs and satisfaction. High standards for quality combined with efficiency. Systematic, methodical, and organized work approach.

Consistently achieving objectives and goals. Adaptability to change and openness to new ideas. Rapid learning and effective information retention. Immediate understanding of new information presented. Gathering comprehensive information for decision-making. Maintaining a positive outlook and composure under pressure.

Openness to constructive feedback and continuous learning. Work-life balance and time management skills. Excellent verbal and communication skills. Self-motivated, proactive, and skilled in prioritizing work and managing deadlines. Maintaining professionalism at all times. Strong team player. Resilient and service-oriented. Results-driven.

Education and Experience:

To be eligible for this role, you should meet the following education and experience requirements:

Matric (High School Diploma). Minimum of 1-2 years of Call Centre experience. Minimum of 1 year of experience within the financial services industry. Working experience within a LISP (Linked Investment Service Provider) would be advantageous. Related BCom Degree is advantageous. Proficiency in MS Office is essential. Basic mathematical skills. Knowledge and understanding of brokers is advantageous.

Employment Equity:

Discovery Invest is committed to promoting diversity and inclusion in the workplace. We actively encourage and welcome applications from individuals with disabilities and candidates from designated groups, in line with our approved Employment Equity Plan and Targets.

Join our team at Discovery Invest, where your passion for customer service and dedication to our core values will contribute to delivering exceptional experiences for our clients. We look forward to receiving your application and potentially welcoming you as a valued Service Consultant on our team. Apply now and take the next step in your career with Discovery Invest!