Job purpose: Junior Hearing Expert’s will provide high quality counselling and remote care to the Lexie customers in the United States. They will ensure that customers understand the effects of hearing loss, and counsel them through the options available to them in terms of hearing care. Once a customer of the Hearing Aid company, the customer will be assisted remotely via video and voice calls, emails and various live chat platforms, with the Junior Hearing Experts troubleshooting issues with hearing aids remotely, providing hearing aid retention through support calls to the customers and the onboarding new customers.
REQUIREMENTS
- Minimum education (essential): B. Communication Pathology in Audiology
- Minimum education (desirable): M.Communication Pathology in Audiology cable experience (years): 1 - 2 years
Required nature of experience:
- Sale and fitment of hearing aids
- Troubleshooting hearing aid related issues
- Troubleshooting customer experience related issues
- Basic fine tuning of hearing aid settings
- Customer relations and relationship management
- Administration and customer record management
- Working within a digital environment
The following experience would be advantageous:
- Working in a call centre or in sales
- Ease of use with video calling
Skills and Knowledge:
- Excellent English skills
- Excellent communication ability and oratorship
- Working with a customer management system
- Conflict management
Other:
- Working hours Eastern Standard Time: 9am - 8pm
- Working shifts, four shifts a week
- Monday to Saturday
These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time
COMPETENCIES
Essential Competencies:
- Interacting with People
- Establishing Rapport
- Understanding People
- Examining Information
- Analysing information
- Checking Things
- Following Procedures
- Articulating Information
- Making Decisions
- Adopting Practical Approaches
- Convincing People
- Inviting Feedback
- Valuing Individuals
Important Competencies:
- Thinking Positively
- Resolving Conflict
- Showing Composure
- Developing Expertise
- Managing Tasks
- Upholding Standards
- Taking Action
- Seizing Opportunities
KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES
Customer Support and Retention (50%):
- Complete assigned CRM tasks for follow-up, support, and survey call to customers.
- Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Respond to customer queries and follow up with feedback.
- Interpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatization.
- Troubleshoot customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message
- Offer solutions to customers to improve hearing aid functionality and experience.
- Solve problems as effectively and efficiently as possible in the least amount of time.
- Offer quality information and comprehensive troubleshooting to customers to reduce call backs.
- Escalate and assign queries correctly and with discretion for efficient resolutions.
- Liaise with other Hearing Exerts to improve customer satisfaction.
- Make supervised adjustments to hearing devices, using remote support when advised by the Hearing Experts.
- Achieve set retention goals and onboarding targets.
- Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
- Provide feedback to the Product Development Audiologist on the performance of the devices, customer feedback and Hearing Hub performance as required by such audiologist.
Customer Experience (20%):
- Ensure customers have a positive view of hearX and Lexie 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 Relationship Managers and 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 Lexie 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.
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.
- Report any roadblocks and limitations to management.
- Actively participate in training activities and successfully complete training activities.
- Report to and work with other customer relationship managers in the Contact Centre to ensure customer satisfaction.
Sales (10%):
- Assist customers with questions about hearing loss and hearing aid benefits.
- Handle escalated incoming calls regarding services and technologies offered.
- Provide good quality information to customers to ensure that the products meet their needs to minimise returns.
- Upsell additional products to existing (and prospective) customers.
- Assist in achieving set revenue goals and targets.
Quality Management and Data Security (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
Gmail
Yahoomail