Discover a Rewarding Career as a Service Consultant
At Discovery, we are seeking highly skilled and client-focused Service Consultant who are passionate about delivering exceptional customer service. Our team members embody our core values and strive to provide the highest level of support to our valued clients. If you thrive in a dynamic contact center environment and excel at customer engagement, we encourage you to apply for this exciting opportunity
Key Responsibilities of a Service Consultant
As a Service Consultant, your role will encompass various responsibilities aimed at enhancing client satisfaction and ensuring seamless interactions. These include:
Handling Customer Queries Efficiently
- Managing multiple telephonic inquiries from investors, brokers, and franchise partners.
- Providing accurate and detailed responses to client queries.
- Ensuring first-call resolution whenever possible to enhance client retention.
- Maintaining a professional and empathetic approach while dealing with customer concerns.
Effective Case Resolution & Documentation
- Logging all customer interactions with precision.
- Keeping meticulous records of all queries and correspondence.
- Escalating issues to the relevant departments for prompt resolution.
- Updating clients on the status of their requests in a timely manner.
Adherence to Compliance & Service Standards
- Following company risk and compliance protocols.
- Ensuring all interactions align with regulatory requirements and internal service benchmarks.
- Utilizing advanced CRM and database systems to track service requests efficiently.
Essential Skills and Attributes
To excel in this role, candidates must demonstrate the following core competencies:
Strong Communication and Interpersonal Skills
- Ability to articulate responses clearly and professionally.
- Active listening skills to understand and address customer needs effectively.
- Empathy and patience when handling customer concerns.
- Proficiency in verbal and written communication.
Problem-Solving and Decision-Making
- Rapid assessment of customer issues and identification of appropriate solutions.
- Ability to gather comprehensive information to support decision-making.
- Logical and systematic approach to resolving service–related challenges.
Teamwork and Collaboration
- Working effectively within a team to enhance service delivery.
- Sharing knowledge and expertise with colleagues for continuous improvement.
- Displaying a positive and respectful attitude towards team members and clients.
Adaptability and Resilience
- Thriving in a fast-paced and high-pressure environment.
- Adjusting to new processes and service innovations.
- Remaining composed and solution-focused in challenging situations.
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Educational and Experience Requirements
Minimum Qualifications
- Matric (Grade 12) qualification.
- At least 2 years of experience in a call center or customer service environment.
- 1 year of experience within the financial services sector is highly advantageous.
- A relevant BComm degree or equivalent qualification is a plus.
- Proficiency in MS Office and customer management systems.
- Basic mathematical and financial acumen to handle investor queries.
Preferred Industry Knowledge
- Prior experience working with a Linked Investment Service Provider (LISP) is beneficial.
- Familiarity with brokerage operations and investment products is an added advantage.
Why Join Our Team?
Professional Growth and Development
- Comprehensive training programs to enhance your skills.
- Opportunities for career advancement within the organization.
- Continuous learning through workshops and mentorship.
Supportive Work Environment
- A team-oriented culture that values collaboration and excellence.
- Recognition for outstanding performance and dedication.
- A balanced approach to work and personal life.
Commitment to Diversity and Inclusion
- Equal opportunity employer promoting a diverse and inclusive workplace.
- Encouragement for individuals with disabilities to apply.
Apply Today to Join Our Team!
If you are a dedicated professional looking for a fulfilling career in customer service, we welcome your application. Become a part of our dynamic team and contribute to delivering world-class service to our valued clients.
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