Outbound Concierge Consultant - Proactive Services - WCP

Business Unit: Discovery Health

Function: Call Center / Contact Center

Key Purpose

The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Responsibilities

• Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
• Gauge the members existing level of digital proficiency.
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
• Make use of a multi-channel approach in engaging with the members.
• Improving client experience
• Manage and facilitate resolution of client queries and issues in relation ...