Service Consultant

Key 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.

Areas of responsibility may include but not limited to

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

Personal Attributes and Skills

• The ability to work positively with people in a team environment
• The ability to display respect for the views and contributions of others
• Display empathy
• Good listening skills
• The ability to be supportive, caring and interest
• The ability to consult with others and share information and expertise with others
• Speak fluently
• Express opinions, information and key points of a discussion clearly
• Responds quickly to the needs of their callers and to the reactions and feedback of callers
• The ability to deliver results and exceed customer expectations
• Focus on customer needs and satisfaction
• Sets high standards for quality integrated with quantity
• Monitors, maintains quality and productivity
• Works in a systematic, methodical and organised manner
• Consistently achieves objective and goals
• Adaptive to change
• Patient and objective
• Accepts new ideas and change initiates
• Adapts interpersonal style to situational circumstances
• Displays an interest in new experiences
• Rapidly learns new tasks and commits information to memory quickly
• Demonstrates an immediate understanding of newly presented information
• Gathers comprehensive information to support decision making
• Maintains a positive outlook
• Focuses productively in a pressurised environment
• Keeps emotions under control during difficult situations
• Open to constructive feedback and learns from it
• Balances work and personal life
• Excellent verbal and communication skills
• Self-Motivated and pro-active
• Be able to prioritise work, under pressure and manage deadlines
• Professional at all times
• A Team player
• resilient
• Service orientated and client centric
• Results driven

Education and Experience

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