Retention Consultant – Talent Pool | Discovery Vitality

Job Overview

Discovery Limited is inviting suitably qualified candidates to join its Retention Consultant – Talent Pool within Discovery Vitality RSA.

The position falls under the Call Center / Contact Center function and is focused on engaging with existing Vitality members who are considering cancelling their products or services.

Date Posted: 23 September 2026
Business Unit: Vitality RSA
Function: Call Center / Contact Center
Position: Retention Consultant – Talent Pool

About Discovery Vitality

Discovery Vitality is a wellness programme that encourages members to adopt healthier behaviours while offering rewards and benefits. The Vitality team operates in a fast-paced environment and focuses on providing members with a high-quality service experience.

Job Purpose

The Retention Consultant will proactively engage with members who are at risk of cancelling their products or services. The role involves understanding members’ concerns, resolving issues and offering appropriate solutions to encourage them to remain with Vitality.

The successful candidate will contribute to customer retention, reduce cancellations and reinforce the value of Vitality products and services through professional and effective customer interactions.

Key Responsibilities

Duties may include:

• Conduct inbound and outbound telephone conservation calls with existing Discovery Vitality clients who have requested cancellation.
• Engage with clients and identify reasons for cancellation.
• Persuade suitable clients to remain with Vitality by demonstrating the value of the offering.
• Meet required conservation and retention targets.
• Identify client needs and resell appropriate products where applicable.
• Deliver excellent service to internal and external clients.
• Ensure client concerns are addressed and resolved by the relevant departments.
• Maintain accurate statistics relating to calls, contacts and clients.
• Report relevant findings to management.
• Complete administrative changes accurately and on time.
• Follow up and monitor administrative requests.

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Skills and Personal Attributes

Candidates should demonstrate:

• Strong communication and interpersonal skills.
• Sales ability and persuasiveness.
• Negotiation and influencing skills.
• Customer service orientation.
• Integrity and professionalism.
• Ability to build relationships with customers and colleagues.
• Excellent written and verbal communication.
• Strong administrative and organisational skills.
• Ability to work effectively within a team.
• Self-management and initiative.
• Ability to prioritise tasks and meet deadlines.
• Ability to work under pressure.
• Adaptability and resilience.
• Ability to maintain confidentiality.
• Results-driven approach.
• Member-focused attitude.

Education and Experience

Applicants should have:

• Matric
• 6–12 months’ call centre experience
• At least 6 months’ sales or collections experience
• Relationship management experience.

Employment Equity

Discovery states that its approved Employment Equity Plan and targets will be considered as part of the recruitment process. The company also welcomes applications from people with disabilities.

Application

Candidates interested in the Retention Consultant – Talent Pool opportunity should apply through Discovery’s official careers platform and follow the application instructions provided for the vacancy.

Important: This vacancy is listed as a Talent Pool opportunity, so candidates should review the official vacancy page for the latest application and recruitment information.