Junior Hearing Expert at hearX Group

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
• Minimum applicable 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