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
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