Service Consultant -Direct Talent pool


Job Title: Service Consultant

Business Unit:  Discovery Insure


Function:  Call Center / Contact Center

Key Purpose:

To service clients in a call centre with policy changes, policy advice, complaints, escalations and all ongoing support once a client’s policy has been activated.

Areas of responsibility may include but not limited to

  • Maintain accurate details of queries (product knowledge, soft skills) and communicate to management.
  • Upsell to existing clients.
  • Outbound calls to clients to action servicing changes
  • Technical support to clients in respect of Vitalitydrive
  • Provide 1st call resolution.
  • Ongoing client support.
  • Accurate, timely administration.
  • Achievement of monthly product and soft skills knowledge targets.
  • Stakeholder engagement.
  • Dealing with Service providers
  • Teamwork, self-management and alignment with Discovery values.

Education and Experience:

  • Matric (Essential).
  • FAIS Credits – full qualification (Essential).
  • RE 5 qualification (Essential).
  • Class of business certificate (Essential and/or advantageous)
  • Continuous Professional Development (CPD) certificate (Essential and/or advantageous)
  • 1 year call centre experience in the short term insurance industry (Essential).
  • 1 year client profile and needs analysis in the short term insurance industry (Essential).
  • 1 year sales experience (Advantageous)
  • Experience dealing with service providers (Advantageous)
  • Degree (Advantageous)


The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.


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