Digital Support Agent - Pretoria at CLS Human Capital Specialists

JOB PURPOSE

• Product Experts provide high-quality first-line support and remote care to the company's USA customers.
• They maintain high customer satisfaction and ensure customers are assisted remotely via video calls, voice calls, emails, and text messages.
• Product Experts ensure that prospective customer callers are assisted with the information they require/desire and process the sales on the new customer’s behalf.
• They also ensure that customers’ devices are operational and that the customers understand how to use and maintain their hearing aids.

REQUIREMENTS

Minimum education (essential):

• Matric

Minimum education (desirable):

• Customer Satisfaction Certificate

Minimum applicable experience (years):

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience:

• Customer relations and relationship management
• Telephonic and email support
• Video calling experience (advantageous)
• Contact centre experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Skills and Knowledge (essential):

• CRM system experience
• Telephonic sales and support skills
• Excellent English skills (written and spoken)
• Excellent communication ability and oratorship
• Conflict management

Other:

• Working hours: 15:00-02:00
• Working shifts, four shifts a week (Monday to Saturday)
• These working hours will change with daylight savings (in our summer months) to 16:00-03:00

COMPETENCIES

Essential Competencies:

• Establishing Rapport
• Interacting with People
• Valuing Individuals
• Understanding People
• Convincing People
• Articulating Information
• Showing Composure
• Resolving Conflict
• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures

Important Competencies:

• Upholding Standards
• Generating Ideas
• Inviting Feedback
• Making Decisions
• Thinking Positively
• Managing Tasks
• Taking Action
• Seizing Opportunities

KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES

Sales 30%

• Take all inbound sales calls and process sales where appropriate.
• Upsell additional products to existing or (and prospective) customers.
• Provide customers with relevant product or training information as required.
• Maintain a high sales conversion rate.
• Provide good quality information to customers to ensure that the products meet their needs to minimise returns.

Customer Support 30%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Hearing Expert team in a timely manner.
• Complete assigned CRM tasks for support calls customers.
• Assist with outbound calling tasks as and when required/requested.

Customer Experience 20%

• Ensure customers have a positive view of the company, its products, and the customer support team and processes.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Hearing Experts to improve customer satisfaction.
• Maintain customer support KPA’s at all times to ensure a high ‘customer effort score’ by going above and beyond for customers.
• Gather customer feedback via post-call reviews and the product Rewards program.
• Actively communicate with other staff members to ensure best-practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal missed call rate.

Continuous Improvement 10%

• Liaise with the marketing team and maintain the list of FAQs and queries logged by customers; and the corresponding responses.
• Guide management on the needs and desires of our prospective and existing customers.
• Provide customer feedback on product or training information to management.
• Provide feedback to management and marketing on the support material available that could be helpful to customers and staff.
• Actively participate in training activities and successfully complete training activities.

Quality Management and Data Security (QMS, HIPAA) 10%

• Maintain absolute customer confidentiality and protection of personal information in accordance with procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet, or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution.
• Ensure other required documents, reports, and email accounts are up to date and accurate.