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Founded in 1996, we at CLS Human Capital Specialists offer a comprehensive range of solutions integral to Human Resources and Organisational Development.
We partner with small and medium businesses, and render specialised services developed to adapt to any company’s unique needs.
We offer organisational development, HR consultancy services based ...
REQUIREMENTS
Minimum education (essential):
- B. Communication Pathology in Audiology
Minimum education (desirable):
- M. Communication Pathology in Audiology
Minimum applicable experience (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
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 the 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 the procedure