Discovery Limited
Key Purpose of role
This role is highly reliant upon the ability to answer incoming calls and making outbound calls where necessary to resolve digital queries in real time for all Discovery products and online communities in- line with service level agreements set out by business. Strong customer focus with the aim to provide dazzling service in line with Discovery’s values.
Areas of responsibility may include but not limited to
Answer inbound calls timeously from all Discovery communities professionally according to the required procedures and within agreed SLA’s
To ensure that queries that are unable of immediate resolution are followed up on and comprehensive feedback given to clients
Making outbound calls in order to investigate and resolve all queries
Dealing with all queries through to resolution
Maintaining accurate details of all queries
Coordinating own and team’s administration
Ensuring that customer satisfaction is constantly attained
To keep abreast of product knowledge through continued professional development and learning
Personal attributes and skills – Discovery Person
Highly developed telephonic skills (soft skills)
Excellent communication skills – written and verbal
Focuses on customer needs and satisfaction
Follows procedures and policies
Excellent time management skills
Establishes good relationships with customers and staff
Works productively in a high-pressured environment
Keeps emotions under control during difficult situations
Education and Experience
Minimum:
Matric
Minimum 1 year Call Centre / Customer Service experience
Any digital platform experience i.e. website/ mobile / device applications
Basic computer and mobile/ device skills
Call Centre Certification / Diploma; Business Communication Certificate/ Diploma; Business Writing Certification / Diploma
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