Talent Pool - DHG Service Consultant (Portuguese Speaking)

iscovery Health

Discovery Africa is a subsidiary of Discovery Health and strategically extends Discovery’s reach through delivery in key business activities:

Provision of Health insurance products underpinned by Vitality and Shared value principles, targeting growth across the African continent. Products are currently sold in: DRC, Mozambique, Kenya, Zambia, Ghana, Nigeria and Tanzania.

Third Party Administration services provided to global, multi-national insurance organisations. Coverage extends to all countries on the African continent (except CAR and Guinea Bissau)

24/7 Medical assistance to inbound travellers to South Africa and outbound travellers to the rest of the world. This includes Discovery Health members covered under the international travel benefit (ITB).

By applying for this role, you are consenting to be placed in our Talent Pool for future recruitment, should we have met our recruitment numbers.

In simplest terms, a talent pool is a database of candidates that have already been deemed qualified for particular positions and who can be offered roles as soon as they become available.

It’s good news because it means, you will still go through the recruitment process (assessments, role plays and interviews) and if you meet our minimum criteria, will be next in line for consideration as soon as we require more staff.

You will remain as an active candidate on our database and we will update you on progress on a monthly basis.

To drive an end to end customer service experience by:

To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

• Matric
• Basic MS Office Knowledge
• Minimum of 12 months customer service experience
• Minimum of 12 months inbound call centre experience in a customer service environment
• Ability to speak to Portuguese

Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties

Dealing with all queries through to resolution

Keeping client up to date with their queries

Ensuring excellent quality service to all members

Completing administrative and repetitive tasks

Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis

Logging of all queries and routing all enquiries to correct departments

Working on Africa Health Insurance systems

Keep up to date with policy and product changes

Assisting with written correspondence where necessary

Driving the values of first-time resolution on all interactions

Applying logic in all circumstance