Key Purpose of role<\/p>\n
\tThis 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\u2019s values.<\/p>\n
Areas of responsibility may include but not limited to<\/p>\n
\tAnswer inbound calls timeously from all Discovery communities professionally according to the required procedures and within agreed SLA\u2019s
\n\tTo ensure that queries that are unable of immediate resolution are followed up on and comprehensive feedback given to clients
\n\tMaking outbound calls in order to investigate and resolve all queries
\n\tDealing with all queries through to resolution
\n\tMaintaining accurate details of all queries
\n\tCoordinating own and team\u2019s administration
\n\tEnsuring that customer satisfaction is constantly attained
\n\tTo keep abreast of product knowledge through continued professional development and learning<\/p>\n
Personal attributes and skills \u2013 Discovery Person<\/p>\n
\tHighly developed telephonic skills (soft skills)
\n\tExcellent communication skills \u2013 written and verbal
\n\tFocuses on customer needs and satisfaction
\n\tFollows procedures and policies
\n\tExcellent time management skills
\n\tEstablishes good relationships with customers and staff
\n\tWorks productively in a high-pressured environment
\n\tKeeps emotions under control during difficult situations<\/p>\n
Education and Experience<\/p>\n
Minimum:<\/p>\n
\tMatric
\n\tMinimum 1 year Call Centre \/ Customer Service experience
\n\tAny digital platform experience i.e. website\/ mobile \/ device applications
\n\tBasic computer and mobile\/ device skills
\n\tCall Centre Certification \/ Diploma; Business Communication Certificate\/ Diploma; Business Writing Certification \/ Diploma<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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