Hearing Expert at hearX Group

Job Description
POSITION

Position title:

Hearing Expert

Work location:

180 Garsfontein Road, Ashlea Gardens, Pretoria

Job purpose:

• Hearing Expert’s will provide high quality counselling and remote care to a hearing care programme being provisioned to service the market in the United States. They will ensure that clients understand the effects of hearing loss, and counsel them through the options available to them in terms of hearing care. Once a client of the Hearing Aid company, the client will be assisted remotely via video and voice calls, with the Hearing Expert troubleshooting issues with hearing aids remotely, and making suggested changes and tweaks to the settings and functioning of the hearing aids for the client. 

REQUIREMENTS

Minimum education (essential):

• B. Communication Pathology in Audiology
• Minimum education (desirable):
• M. Communication Pathology in Audiology

Minimum applicable experience (years):

• 2 - 5 years 

Required nature of experience:

• Sale and fitment of hearing aids
• Troubleshooting regarding hearing aid client experience
• Fine tuning of hearing aid settings
• Customer relations and relationship management
• Technical support (hearing aids and apps connected to hearing aids) 
• Administration and client record management
• Working within a digital environment

Skills and Knowledge

• Telephonic sales experience and high conversion rates
• Excellent English skills
• Conflict management 
• Excellent communication ability and oratorship 

The following experience would be advantageous: 

• Working in a call centre or in sales
• CRM system (Salesforce in particular) experience 
• Ease of use with video calling 
• Cold Calling experience

Other:

• Working hours from EST time: 9am - 8pm
• Working shifts, four shifts a week 
• Monday to Friday and occasionally Saturdays

COMPETENCIES

Essential Competencies:

• Examining Information
• Articulating Information
• Making Decisions 
• Resolving Conflict 
• Thinking Positively 
• Inviting Feedback 
• Understanding People
• Valuing Individuals

Important Competencies:

• Developing Expertise
• Adopting Practical Approaches
• Interacting with People
• Establishing Rapport
• Convincing People
• Showing Composure 
• Checking Things
• Following Procedures
• Managing Tasks
• Upholding Standards
• Taking Action 
• Seizing Opportunities 

KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES 

Client Support and Relationship Management

50%

• Solve problems for end users to get the products working.
• Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
• Manage the ticketing system.
• Escalate queries with discretion.  
• Respond to queries and follow up with feedback.
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
• Maintain a high ‘customer effort score’ by going above and beyond for customers. 
• Complete assigned CRM tasks for follow ups and support calls to clients. 
• Conduct client check in calls and follow up surveys. 
• Interpret client input and feedback into an improved service in terms of hearing aid settings.
• Make accurate adjustments to hearing devices, using remote support.

Communication Management 

20%

• Keep client interaction logs up to date on Salesforce.
• Report on campaigns (feedback to clients).
• Report to and work with other client relationship managers in the Contact Centre to ensure client satisfaction. 
• Maintain ticketing system.
• Ensure other required documents, reports and email accounts are up to date and accurate.

New Business Generation (sales)

20%

• Assist clients with questions about hearing loss and hearing aid benefits.
• Handle escalated incoming calls regarding services and technologies offered.
• Generate and secure potential revenue by:
• Following up on incoming leads 
• Cold calling new prospective clients;
• Following up on calls, messages and tasks. 
• Following up on supplied leads.
• Achieve set revenue goals and targets.
• Upsell additional products to existing (and potential) clients. 

Quality Management and Data Security 

10%

• Maintain absolute customer confidentiality and protection of personal information.
• Maintain client records in accordance with procedure.