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Service Consultant Intern

Discovery Invest ·

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Requirements

  • 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
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Job Description

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.
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Areas of responsibility may include but not limited to
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Dealing with multiple telephonic queries from Investors brokers and franchises
Dealing with queries through to resolution
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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
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