Product Expert - Pretoria at hearX Group

Job purpose: 

• Product Experts provide high-quality first-line support and remote care to hearX USA customers. They maintain high customer satisfaction and ensure customers are assisted remotely via video calls, voice calls, emails, and text messages. Product Experts ensure that prospective customer callers are assisted with the information they require/desire and process the sales on the new customer’s behalf. They also ensure that customers’ devices are operational and that the customers understand how to use and maintain their hearing aids.

Minimum Requirements 
Education

• Matric (essential)
•  (desirable)Customer Satisfaction Certificate

Experience 

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience

• Customer relations and relationship management
• Telephonic and email support 
• Video calling experience (advantageous)
• Contact center experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Skills and Knowledge (essential)

• CRM system experience 
• Telephonic sales and support skills
• Excellent English skills (written and spoken)
• Excellent communication ability
• Conflict management

Other:
Key Performance Areas, Weights and Objectives
Sales 

• Take all inbound sales calls and process sales where appropriate.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Maintain a high sales conversion rate.
• Provide good quality information to customers to ensure that the products meet their needs to minimise returns.

Customer Support 

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Hearing Expert team in a timely manor.
• Complete assigned CRM tasks for support calls to customers. 
• Assist with outbound calling tasks as and when required/requested.

Customer Experience 

• 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 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.
• Ensure a minimal missed call rate.

Continuous Improvement 

• 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.
• Actively participate in training activities and successfully complete training activities.

Quality Management and Data Security (QMS, HIPAA) 

• 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.

Competencies: 
Essential Competencies

• Establishing Rapport
• Interacting with People
• Valuing Individuals
• Understanding People
• Convincing People
• Articulating Information 
• Showing Composure 
• Resolving Conflict 
• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures

Important Competencies

• Upholding Standards
• Generating Ideas
• Inviting Feedback 
• Making Decisions
• Thinking Positively 
• Managing Tasks
• Taking Action 
• Seizing Opportunities