Available Vacancies at hearX Group

Job Purpose:

• Responsible to generate leads and sales, manage and maintain  customer relationships and increase revenue from existing customers.

Minimum education (essential):

• Matric

Minimum education (desirable):

• Relevant Diploma or Certificate in Sales or Customer Service

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Sales 
• Customer Service
• Firmware
• Software
• Cold Calling 
• Compiling Proposals 
• Working within a digital environment 
• CRM Systems

Skills and Knowledge (essential):

• Working on/with Windows or IOS 
• IT Systems
• Client Relationship Management 
• CRM systems 
• Presentation skills
• Understanding medical devices / audiology is desirable
• Strong administration skills

Essential Competencies:

• Developing Expertise 
• Generating Ideas 
• Convincing People 
• Articulating Information 
• Interacting with People 
• Understanding People 
• Seizing Opportunities 
• Pursuing Goals

Important Competencies:

• Documenting Facts
• Establishing Rapport 
• Making Decisions 
• Showing Composure
• Thinking Positively 
• Embracing Change 
• Inviting Feedback 
• Team Working
• Meeting Timescales 
• Managing Tasks 
• Producing Output 
• Taking Action

Revenue Generation and Sales 50%

• Generate new business and new accounts against targets. 
• Upsell and cross-sell on existing business. 
• Source and sign new clients nationally and internationally.
• Convert sales leads within reasonable time and in line with sales targets.
• Work within pricing guidelines provided by Marketing. 
• Prepare and control budgets / forecast / sales pipeline. 
• Prepare an appropriate sales approach for different audiences, including presentations and discussions.
• Prepare quotes and invoices on time and accurately. 
• Prepare proposals and presentations on time and accurately.
• Monitor the conversion process with adequate communication and feedback to potential clients. 
• Secure reliable business insights relevant to new business opportunities and provide feedback at weekly sales meetings.
• Attend conferences and events to source new business.

Client Relationship Management 20%

• Conduct regular customer check-in’s to maintain good relationships. 
• Manage customer expectations.
• Monitor after sales services and support. 
• Ensure appropriate handover to relevant stakeholders after successful sale. 
• Act as product specialist on all relevant B2B products,
• Provide training on various products and procedures for current clients.
• Develop an understanding of customer requirements. 
• Communicate proactively and efficiently with customers.

Reporting and Communication 15%

• Ensure complete, accurate and punctual reporting to management on sales targets, budgets, conversion ratios and other relevant reporting requirements. 
• Communicate proactively with team lead.
• Communicate efficiently and proactively with relevant stakeholders, including Slack and email communication channels.

Team Management 10%

• Continuously provide team members with relevant market and product related information. 
• Understand all products available in hearX offering. 
• Provide ongoing operational support.
• Manage and monitor individual and team targets and strategies. 
• Ensure that approvals process is effective.

Quality Management and Data Security 5%

• Maintain absolute customer confidentiality and protection of personal information.
• Follow the Corrective Action and Preventative Action processes in line with the ISO 13485 processes where applicable.
• Maintain client records in accordance with procedure.
  • QMS: Customer Management
• Update Customer Communications Log.

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Job Purpose:

• Responsible for driving the efficiency and effectiveness of the agents in the Call Centre who are part of the finance team, with the purpose of increasing debt collection, data accuracy and decreasing non-payments and customer churn. This role provides real-time financial support to the Hearing Hub with proactive and effective feedback on activities and outcomes to the Financial Manager to enable better outcomes as well as team compliance and discipline.

Minimum education (essential):

• National Senior Certificate & Bookkeeping Diploma

Minimum education (desirable):

• Management Course

Minimum applicable experience (years):

• 6 years

Required nature of experience:

• Team supervision
• Debtors collection 
• Customer service
• Creditors
• General bookkeeping

Skills and Knowledge (essential):

• Accounting Software  (ie Pastel / Xero)
• Microsoft Excel
• Google Suite
• Debtors processes

Essential Competencies:

• Examining Information
• Establishing Rapport
• Showing Composure
• Resolving Conflict
• Meeting Timescales
• Checking Things
• Following Procedures
• Upholding Standards

Important Competencies:

• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Understanding People
• Valuing Individuals
• Managing Tasks
• Producing Output
• Taking Action

Planning & Reporting 10%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintaining team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of HH finance team.
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Finance Manager and Hearing Hub Manager) and required documentation.
• Manage the assignment of tasks, leads and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Debtors Liaison 30%

• Follow debtors collection process.
• Optimise debtors collection process.
• Ensure proper and clear correspondence with customers including via phone, email and text.
• Ensure proper record is kept of all communication with debtors on relevant platforms.
• Ensure Salesforce / XERO is updated with debtors process.
• Ensure customer contact details in Salesforce / XERO are correct after confirming details with the customer.
• Update and maintain customer contact details in Salesforce / XERO.
• Manage handover of Debtors to lawyers / debt collection agency.
• Collect all the necessary documentation for handover to lawyers / debt collection agency.
• Compile weekly feedback of debtors outstanding and communicate with internal stakeholders on a regular basis.
• Meet all relevant debtors deadlines. 
• Plan and structure daily work to meet deadlines efficiently.

Debtors Administration 30%

• Process new invoices.
• Issue invoices accurately and timeously.
• All credit notes issued accurately and timeously.
• Send invoices and statements.
• Do corrections on account allocation.
• Conduct reconciliations of all debtors.
• Ensure customer payment allocations are correct.
• Negotiate payment arrangements with customers to increase debt collection.

Stripe Administration 5%

• Process new manual payments on Stripe.
• Manage disputes process with Stripe.
• Manage trial periods or customer profiles on Stripe as required.
• Maintaining records of the above on relevant platforms.

Payments Administration 5%

• Create invoices on Xero for manual payments, replacements or switchovers from subscription to once off. 
• Manage the recordkeeping process for such payments.

QMS

• Follow relevant processes in line with the dictated QMS processes

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Job Purpose:

• Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center.
• Drive change and optimization objectively, based on various data points.
• Responsible for ensuring the optimal functioning, procedures, systems and data of the contact center, which will include daily operations, capacity planning and reporting.

Minimum education (essential):

• BEng Industrial Engineering

Minimum applicable experience (years):

• 3+ years in Call/ Contact Centers
• 2+ years Management

Required nature of experience:

• Team management
• KPI development and implementation
• Sales reporting
• Operational reporting in call/ contact centers
• Customer relations
• Working within a digital environment
• Process optimisation
• Training 
• Supporting of hardware devices
• Stakeholder management
• International exposure would be beneficial

Skills and Knowledge (essential):

• Excellent English skills, with a neutral accent
• CRM system experience (Salesforce)
• Conflict management
• Understanding of sales, conversion rates
• Process adherence, concerning software and hardware
• BCEA
• Managing and implementing poor performance

Essential Competencies:

• Examining Information
• Interpreting Data
• Adopting Practical Approaches
• Providing Insights
• Making Decisions
• Team Working
• Meeting Timescales
• Taking Action

Important Competencies:

• Documenting Facts
• Developing Expertise
• Exploring Possibilities
• Convincing People
• Challenging Ideas
• Directing People
• Showing Composure
• Resolving Conflict
• Embracing Change
• Inviting Feedback
• Managing Tasks
• Producing Output

Team Management 20%

• Establish, improve and ensure supervisors are actively managing the team’s KPI's and providing frequent and proactive feedback.
• Liaise with training and support staff to ensure there are appropriate and continuous team training initiatives (Including training facilitated by other supporting roles and functions in various divisions of the company) with the end goal of establishing and improving QA activities and benchmarks, and unlocking new opportunities for improvement
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals and required documentation, based on KPI Scorecards for the different functions in the Hearing Hub.
• Monitor and manage peak times and operational capacity and establish a model to benchmark requirements to appropriately allocate resources in conjunction with/ under guidance of the Hearing Hub Manager and RTA (as a supporting role), by considering inbound call volumes, retention tasks, lead volumes, live chat volumes and general seasonality.
• Manage the CRM and other operational systems through the assignment of tasks, leads and priorities, resolution of issues, and enhancement of operational efficiency.
• Work with the GM:B2C to ensure capacity and resources are recruited and hired in time in order to implement future plans, and to ensure current operational requirements can be met.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims, performance management etc.)
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with the hearX values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Planning & Reporting 20%

• Liaise with top management to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Take ownership of reporting functions including but not limited to sales reports, customer retention reports, customer satisfaction reports, shift reports, and KPI reports, ensuring a holistic overview on the general health of the contact center
• Interpret sales reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements. 
• Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements.
• Setup and monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction and the ever-growing needs of the business.
• Maintain team shift schedule and manage exceptions to the team schedule.

Customer Experience 20%

• Ensure customers have a positive view of hearX and B2C Brand (Lexie Hearing and Go Hearing) and the customer support team and processes by driving engagement, improvement, and overall training across the contact center. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage the same behavior within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage the same behavior within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
• Ensure agents gather customer feedback via post-call reviews, cases,  and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.
• Ensure agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, a lower return rate, and a high customer satisfaction and customer support rating.

Continuous Improvement 15%

• Provide continuous input on improvement of the contact center procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant and are continuously improved. Where key metrics become outdated or irrelevant, ensure new metrics are identified and tracked to promote the overall success of the contact center.
• Assist with , and maintain ultimate accountability for, individual and team performance through performing audits on communication logs, emails, live chat transcripts, and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist and other relevant support staff to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist and other relevant support staff.
• Provide feedback to the Continuous Improvement Audiologist and other relevant support staff on the support material available that could be helpful to customers and staff.
• Ensure agents actively participate in training activities and successfully complete training activities.
• Ensure records are kept of agent attendance to training sessions in line with company QMS processes and procedures.

Sales 10%

• Ensure the team meets sales targets and KPI’s.
• Ensure lead assignment and wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to applicable procedure(s).
• Ensure agents action inbound sales calls according to applicable procedure(s).
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Maintain a high sales conversion rate in line with historically calculated benchmarks and current standards set by management and apply measures to continuously improve said rate.
• Ensure agents provide good quality, accurate and factual information to customers to ensure that the products meet their needs in order to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets and drive accountability amongst individual agents to contribute to said targets.

Customer Support 10%

• Manage escalations from the supervisors to solve problems for end users.
• Manage customer cases and complaints in the CRM and other operational systems.
• Handle escalated queries with discretion and efficiency and ensure SLA is maintained.  
• Ensure agents action inbound support calls according to applicable procedure(s).
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents 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.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure effective query escalation procedures are in place for resolving queries correctly and with discretion, resulting in efficient resolutions.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Ensure agents transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Ensure the retention programme is actioned appropriately and thoroughly and that retention tasks are completed as scheduled. 
• Ensure that absolute customer confidentiality and protection of personal information is maintained.
• Maintain client records in accordance with procedures and HIPAA.

Quality & Compliance 5%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Monitor and enforce correct use of internal systems and schedule training for staff where required, ensuring ultimate compliance to company and audit standards.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Ensure QA procedures are in place and actioned.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure the team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure the team does the same.
• 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.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Job Purpose:

• Responsible for producing copy that is engaging, clear and accurate for marketing material and advertising channels, including but not limited to: websites; emails; print ads; digital ads; social media and catalogs.

Minimum education (essential):

• Diploma in Languages / Journalism

Minimum education (desirable):

• Degree in Languages / Journalism

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Copywriting
• Digital campaign idea/copy development
• B2C marketing 
• Proofreading
• Editing
• Administration

Skills and Knowledge (essential):

• English first language
• Proficient in Microsoft Suite / Google Suite 
• Excellent writing skills 
• Excellent ad/campaign writing skills
• Editing/proofing
• Experience developing copy for US market a plus

Other:

• SEM Rush
• Grammarly
• Copyscape
• Read-able
• Google Drive
• Chat GPT

Essential Competencies:

• Embracing Change
• Developing Expertise
• Checking Things
• Documenting Facts
• Producing Output 
• Meeting Timescales
• Managing Tasks
• Taking Action

Important Competencies:

• Challenging Ideas
• Inviting Feedback
• Adopting Practical Approaches
• Upholding Standards
• Pursuing Goals
• Showing Composure
• Examining Information
• Following Procedures
• Thinking Positively
• Interpreting Data

Copywriting 75%

• Update and maintain Communications Guide.
• Conduct keyword research.
• Update and maintain drip campaign content.
  • Ensure high quality of emails.
  • Monitor accuracy of emails and edit/update accordingly.
  • Send emails to the Communications Lead for approval. 
• Create copy for ad campaigns and marketing campaigns. 
  • Liaise with the design team timeously to create artwork.
• Write compelling and high-quality website content.
• Write evergreen articles for the Lexie Hearing and Go Hearing blogs.
• Optimize existing blog articles for relevance.

Newsletters 15%

• Draft newsletters for weekly release.
• Upload newsletters to Mailchimp and incorporate appropriate artwork.
• Send out newsletters every Friday.

Lexie Blog 10%

• Maintain Lexie Blog.
• Ensure articles are up to date and optimized. 
• Upload articles.

QMS

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Job Purpose:

• Manages the team and the sprints, being responsible for communication, team health and culture. Has authority over process, structure, scheduling, task assignment, documentation.
• Develop and maintain our innovative hearing health platforms on the native Android platform ,ensuring code is written in accordance with specifications, is neat, accurate, well architected and scalable.
• Responsible for motivating employees and bringing about win-win agreements within the team. Efficiently structure sprints and teams to partner together, allowing for tasks to be completed faster; ultimately speeding up time to market.

Direct Reports

• 2-4 Senior & Junior Android Developers

Minimum education (essential):

• BSc in Computer Science / Engineering or other applicable technical discipline

Minimum education (desirable):

• Honors / MSc in computer science / engineering or other applicable technical discipline

Minimum applicable experience (years):

• 7+ years working experience
• 2+ years of managing a team

Required nature of experience:

• Hands on Android software developer having been responsible for the development and maintenance of 1 or more projects.
• Line management of Android developers (and iOS devs a plus)
• Team culture, coaching and development 
• System development coordination
• Project management
• Project implementation management. 
• Documentation
• Use sound engineering practices to build a solid product while iterating quickly.
• Experience with using Firebase insert technical skills here 

Skills and Knowledge (essential):

• Development of mobile software for a hardware product (check out lexiehearing.com) 
• Android (Java / Kotlin)
• Reactive programming
• Modular code design principles, familiarity with different software architectures: MVP, MVVM, Clean Architecture
• Restful API integration
• GIT
• Development architecture 
• MySQL
• Git
• Agile knowledge and experience
• Knowledge of Atlassian Suite (Jira and Confluence)
• Knowledge of development pipelines.

Other:

• Main development language for role: Kotlin
• Experience with ISO, CE or FDA compliance for software would be advantageous.
• Medical device software development experience would be advantageous.
• Experience with BLE would be advantageous.
• Experience with Firebase would be advantageous.

Essential Competencies:

• Examining Information 
• Developing Expertise
• Adopting Practical Approaches
• Providing Insights 
• Thinking Positively 
• Inviting Feedback 
• Upholding Standards
• Taking Action

Important Competencies:

• Interpreting Data
• Generating Ideas
• Exploring Possibilities 
• Convincing People
• Articulating Information 
• Embracing Change
• Valuing Individuals 
• Showing Composure
• Meeting Timescales
• Checking Things
• Following Procedures
• Pursuing Goals

Team Management 25%

• Increase team’s effectiveness with the following:
  • Recruitment, selection and orientation;
  • Training and development;
  • Assign accountabilities and plan;
  • Monitor and appraise job and project results.
• Develop a climate for offering information and opinions.
• Ensure conformity of products and documentation to product and company requirements in terms of the hearX Quality Objectives.
• Provide technical leadership to the team through coaching and mentorship where appropriate.
• Develop the expertise within the team, ensuring continued development and best-practice.
• Package and support deployment of releases.
• Assist with managing team priorities and development schedules.
• Provide feedback to Line Manager regarding the efficiency and output of the team.
• Build team morale and keep the team motivated to work at a high pace and at the desired quality.
• Ensure the team meets specification and timescales as appropriate.
• Drive documentation completion and quality within the team.
• Ensure development is completed within the Quality Management framework.

Application Planning and Development 35%

• Be involved in the planning, design and development of assigned applications.
• Research, consult, analyse and evaluate application needs and designs.
• Write and maintain efficient, reusable and reliable code to meet system requirements, system designs and technical specifications in accordance with quality accredited standards.
• Work from wireframes and/or designs to develop high quality applications.
• Following best practice design and development methodologies in sustaining a high quality, clean, auditable and manageable applications.
• Ensure the best possible performance, quality, and responsiveness of applications.
• Identify issues, bugs, and bottlenecks and devise solutions to these problems.
• Identifying technology limitations and deficiencies in applications and associated processes, procedures and methods.
• Testing, debugging, diagnosing and correcting errors and faults in an application within established testing protocols, guidelines and quality standards to ensure programs and applications perform to specification.

Project Planning and Capacity Management 20%

• Estimate accurate completion timelines for projects for use by the project lead in capacity planning. 
• Provide input into the requirements documentation and assist in work breakdown to draft a proper timeline to plan the schedule and what is required. 
• Manage time and tasks effectively in order to complete tasks in the correct order of priority.
• Manage time and tasks effectively in order to complete tasks on time.
• Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of mobile applications and the required back end system.
• Track tasks and timing on JIRA.

Team Work 10%

• Lead peer-reviews of solution designs and related code.
• Communicate and collaborate with the team to solve problems and discuss best programming practices. 
• Contribute to team development efforts towards successful project delivery.
• Communicate effectively with team members and internal stakeholders, using communications channels appropriately.
• Take personal ownership of projects and products.

Quality Management and Compliance 10%

• Ensure continued improvement and upkeep on existing applications.
• Ensure compliance with QMS frameworks for CE certification.
• Ensure products are developed accurately (i.e. according to specifications and end user requirements).
• Ensure products are developed efficiently (i.e. according to best practice and on time)
• Ensure testing is completed according to specification. 
• Manage release schedule and communicate deployment details.
• Ensure development is completed within the Quality Management framework.

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Job Purpose:

• Develop and improve the product range, UI/UX, corporate image and stationery and edit videos.

Minimum education (essential):

• Matric
• Diploma in Graphic Design, Digital Media or equivalent

Minimum education (desirable):

• Degree in Graphic Design, Digital Media or equivalent

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Graphic Design with the following programs: Photoshop, Illustrator, InDesign, other vector based software (proof of projects will be required).
• Iconography, illustration and mobile app based design. 
• Campaign and promotion design and layout.
• Corporate identity design and establishment. 
• Print and digital marketing collateral design.
• Experience in the use of Sketch would be advantageous.
• Experience in UI/UX designs as well as mobile/tablet app design will be highly advantageous.
• 3D design and animation experience would be advantageous.

Skills and Knowledge (essential):

• Adobe Suite including Photoshop, Illustrator, InDesign, Premiere Pro, After Effects.
• Strong computer skills and excellent knowledge of Google Suite.
• Proficiency in Microsoft PowerPoint or other related software to design presentations.

Essential Competencies:

• Generating Ideas 
• Showing Composure
• Inviting Feedback 
• Team Working 
• Meeting Timescales
• Checking Things
• Managing Tasks
• Producing Output

Important Competencies:

• Developing Expertise 
• Adopting Practical Approaches
• Providing Insights
• Exploring Possibilities 
• Convincing People
• Articulating Information 
• Thinking Positively
• Embracing Change 
• Valuing Individuals
• Following Procedures
• Upholding Standards 
• Taking Action

Graphic Design 60%

• Act as brand custodian to ensure all material is aligned to CI and continuously provide constructive suggestions to improve.
• Contribute to design style, format, print production and timescales.
• Design content for social media, as well as other types of media for campaigns, proposals and pitches.
• Design traditional content such as brochures, flyers, business cards etc. 
• Design professional presentations to be used for pitches and conferences.
• Design of internal material. 
• Gather research and implement the latest design trends.
• Provide proactive feedback to the marketing team and relevant BA’s regarding status of products.

UI / UX Design 30%

• Plan, design and develop UX and UI.
• Improve and implement innovative ideas in terms of UX and UI.
• Design elements and iconography for app and website
• Design and correct any graphics on website and app UI’s.

Video Editing 5%

• Edit and compile videos from assets that are either created in Adobe Illustrator or Adobe After Effects.
• Edit and compile videos from existing footage or from stock footage.
• Edit and compile videos from footage received by external resources. 
• Edit videos that can be used for Social Media as well as Digital Campaigns.
• Incorporate the various product brands’ respective look & feel.
• Invite and incorporate Brand Lead, Marketing Lead and Management feedback into the videos.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Job Purpose:

• To assist with the management of employee relations, dispute resolution, discipline management and compliance with labour laws and company policies. You will work closely with the HR team to ensure a harmonious working environment, resolve employee grievances, and maintain positive relationships between the company and its workforce.

Minimum education (essential):

• Certificate or Diploma in Human Resources Management / Industrial Relations/  Labour Law

Minimum education (desirable):

• Diploma in Human Resources Management / Industrial Relations/  Labour Law

Minimum applicable experience (years):

• 1 - 5 years

Required nature of experience:

• Labour Consulting 
• Implementing of HR policies and processes 
• Discipline Management
• Employee Relations 
• HR assistant/ IR assistant 
• Experience in a call centre environment (beneficial)

Skills and Knowledge (essential):

• Relevant labour legislation - BCEA, LRA, EEA
• Sound knowledge of HR best practices
• Strong communication, mediation, and conflict resolution skills
• Ability to handle sensitive and confidential information with discretion
• Excellent interpersonal skills and the ability to build rapport with employees and management

Essential Competencies:

• Establishing Rapport
• Showing Composure
• Thinking Positively 
• Meeting Timescales
• Following Procedures
• Managing Tasks
• Upholding Standards
• Producing Output

Important Competencies:

• Examining Information
• Documenting Facts
• Developing Expertise
• Convincing People
• Articulating Information
• Resolving Conflict
• Embracing Change
• Inviting Feedback
• Understanding People
• Team Working 
• Checking Things
• Taking Action

Employee Relations 40%

• Act as a point of contact for employees regarding workplace-related concerns, complaints, and grievances.
• Assist in investigating and resolving employee disputes and conflicts.
• Collaborate with the HR team and line managers to address employee relations issues in a timely and fair manner.
• Promote a positive and inclusive workplace culture that fosters effective communication and employee engagement.
• Assist with development, implementation and maintenance of HR policies and procedures.
• Assist with the development and implementation of HR initiatives and systems.
• Stay up
•  to date with relevant labour legislation and advise Management on changes that will/might affect the Company.

Discipline Management / Dispute Resolution 40%

• Assist in administering the disciplinary process, including issuing warnings and ensuring compliance with due process.
• Coordinate disciplinary hearings and documentation.
• Maintain accurate records of disciplinary actions taken.
• Address and resolve employee concerns, grievances, and workplace conflicts in a fair and timely manner.
• Mediate disputes and facilitate effective resolutions between employees or between employees and management.
• Provide advice and guidance to employees and management on employee relations matters, policies, and procedures.

Compliance 15%

• Stay updated with South African labor laws and regulations to ensure the company's compliance with all relevant legal requirements.
• Advice on disciplinary actions, terminations, and other employment decisions in adherence to Labour laws and company policies.
• Participate in hearings and disciplinary proceedings, as required.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Own and manage the HR QMS process and associated records.
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Job Purpose

• 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.

Education
Minimum Requirements:

• B. Communication Pathology in Audiology (essential)
• M. Communication Pathology in Audiology (desirable)

Experience

• 1 - 2 years experience as an Audiologist
• 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
• Working in a call centre or in sales (advantageous)
• Ease of use with video calling (advantageous)

Skills And Knowledge

• Excellent English skills
• Excellent communication ability and oratorship
• Working with a customer management system
• Conflict management

Customer Support 60%

• 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.

Quality & Compliance 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

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Job purpose:

• Responsible for assisting the Hearing Hub Manager to ensure  the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected support agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.

Minimum education (essential):

• Matric Certificate

Minimum education (desirable):

• Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):

• 3+ years in Call Centre Management / Supervision

Required nature of experience:

• Team management / supervision
• Enforcing OP’s and Company Policies 
• B2C / DTC sales
• Customer relations
• Telephonic sales 
• E-commerce platforms
• Technical support
• Sales and reporting  
• Working within a digital environment
• Working across different timezones with different countries

Skills and Knowledge (essential):

• CRM system experience (i.e. Salesforce)
• E-commerce platforms (Big commerce, Shopify)
• Excellent English skills with neutral tonality
• Conversion rates and sales funnels 
• Conflict management 
• Monitoring and measuring of performance metrics 
• Google Suite
• Performance and probation management
• Relevant Labour legislation

Essential Competencies:

• Examining Information
• Adopting Practical Approaches
• Providing Insights
• Establishing Rapport
• Making Decisions
• Directing People
• Understanding People
• Taking Action

Important Competencies:

• Interpreting Data
• Interacting with People
• Convincing People
• Articulating Information
• Empowering Individuals
• Showing Composure
• Resolving Conflict
• Thinking Positively
• Meeting Timescales
• Checking Things
• Upholding Standards
• Seizing Opportunities

Planning & Reporting 15%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintain team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of Junior Lexie Experts, Lexie Experts and Product Experts.
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
• Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
• Manage Salesforce CRM and the assignment of tasks and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Sales 5%

• Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.

Customer Support 25%

• Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary. 
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency. 
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents 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.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Ensure agents transfer/relay queries to the Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with and resolve, as far as possible, any audiological queries or challenges.
• Ensure the retention programme is actioned appropriately and thoroughly

Customer Experience 15%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
• Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Provide continuous input on improvement of the hearing hub procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant are continuously improved.
• Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Ensure agents actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Monitor and enforce correct use of internal systems.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
• 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.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Job purpose: 

• Develop and maintain our innovative hearing health platforms on the Android platform, ensuring code is generated that is to specification, neat, accurate and scalable. Work will mainly focus on maintaining and upgrading our hearing aid solutions platform (Lexie Hearing), as well as providing guidance from an Android best practice perspective for products in the rest of the company. Work might also include mentoring other Android developers.

Requirements
Minimum education (essential): 

• National Senior Certificate

Minimum education (desirable): 

• Diploma and/or degree in IT / Engineering / Programming

Minimum applicable experience (years):

• 5 years as an Android Developer

Required nature of experience: 

• Hands on software developer having been responsible for the development and maintenance of 1 or more projects.

Skills and Knowledge (essential):

• Experience in native Android (Kotlin and Java) development specifically.
• Reactive programming
• Strong knowledge of Android development and its supporting systems
• Proficient in Kotlin (Minimum 2 years experience)
• Good development practices utilising modern design patterns using software architectures: MVP, MVVM, Clean Architecture 
• A good understanding of storage mechanisms, threading, lifecycles
• Knowledge of common 3rd party frameworks/libraries available and integration experience
• Strong UI development experience and developing for dynamic screen support
• Experience with RESTful API integration
• Well versed in Git
• Solid understanding of the full mobile development life cycle within an Agile environment
• Atlassian JIRA software experience is beneficial
• Good understanding of Bluetooth on Android is beneficial
• Good understanding of RxAndroid, RxJava and RxKotlin is beneficial

Key Performance Areas, Weights And Objectives
Application planning and development

• Be involved in the planning, design and development of assigned applications.
• Research, consult analyse and evaluate application needs and designs.
• Write and maintain efficient, reusable and reliable code to meet system requirements, system designs and technical specifications in accordance with quality accredited standards.
• Work from wireframes and/or designs to develop high quality applications.
• Following best practice design and development methodologies in sustaining a high quality, clean, auditable and manageable applications.
• Ensure the best possible performance, quality, and responsiveness of applications.
• Identify issues, bugs, and bottlenecks and devise solutions to these problems.
• Identifying technology limitations and deficiencies in applications and associated processes, procedures and methods.
• Testing, debugging, diagnosing and correcting errors and faults in an applications within established testing protocols, guidelines and quality standards to ensure programs and applications perform to specification.

Project planning and capacity management

• Estimate accurate completion timelines for projects for use by the project lead in capacity planning. 
• Provide input into the requirements documentation and assist in work breakdown to draft a proper timeline to plan the schedule and what is required. 
• Manage time and tasks effectively in order to complete tasks in the correct order of priority.
• Manage time and tasks effectively in order to complete tasks on time. 
• Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of mobile applications and the required back end system.
• Track tasks and timing on JIRA.

Contribution to team

• Participate in peer-reviews of solution designs and related code. 
• Communicate and collaborate with current team to solve problems and discuss best programming practices. 
• Contribute to team development efforts towards successful project delivery.
• Contribute innovative ideas to project and application plans and roll outs.
• Communicate effectively with team lead.
• Communicate effectively with team members and internal stakeholders, using communications channels appropriately.
• Take personal ownership for projects and products

Quality Management and Compliance

• Ensure continued improvement and upkeep on existing applications. 
• Ensure compliance with QMS frameworks for CE certification.
• Ensure products are developed accurately (i.e. according to specifications and end user requirements).
• Ensure products are developed efficiently (i.e. according to best practice and on time).
• Ensure testing is completed according to specification.
• Manage release schedule and release notes for Android applications.

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Job purpose: 

The Business Analyst takes ownership of assigned products and keeps a handle on product and project aspects including business models, specifications, budgets and financial models, progress tracking, management of resources and team capacity.  They will increase company profitability by driving product success by designing efficient and scalable systems/products and ensuring on-time and on-budget delivery thereof.

• If you have a passion for systems and sustainability and working in tech, then this role at hearX is ideal, where we leverage smart tech and give people the gift of hearing.

REQUIREMENTS:
Minimum education (essential): 

• BEng (Industrial). 

Minimum applicable experience (years): 

• 3 years minimum

Required nature of experience:

• Business Analysis within the IT, software  or medical device field
• Development of project, product and system specifications 
• Requirement gathering and documentation 
• Project Management

Skills and Knowledge (essential):

• Excellent computer proficiency (especially in MS Office Excel).
• Report and proposal writing skills.
• Business Process design 
• Agile Project Management
• BPMN or UML Knowledge
• API knowledge 
• JIRA, Confluence or similar task management or documentation tools

Skills and Knowledge (desirable):

• Coding interpretation

COMPETENCIES:

Essential Competencies:

• Examining information
• Documenting facts 
• Providing insights
• Making decisions
• Managing tasks
• Producing output
• Taking action 
• Pursuing goals
• Logical thinker
• Structured
• Problem solver
• Detail oriented 
• PM - time management

Important Competencies:

• Adopting practical approaches
• Exploring possibilities
• Convincing people 
• Articulating information
• Directing people 
• Conveying self-confidence
• Showing composure
• Resolving conflict
• Embracing change
• Inviting feedback
• Meeting timescales 
• Checking things

KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES:

Business Analysis: 60%

• Full cycle Project and Product Management including capacity management, stakeholder engagement and resource tracking.
• Multi-task on a suite of projects and products, all within different stages of development and implementation.
• Compile intuitive system and product requirements and specification design, in terms of researching, consulting and analysing needs.
• Follow best practice design and development methodologies in sustaining high quality, clean, auditable and manageable products and systems.
• Compile relevant specifications documents, UX, UI designs, wireframes and test cases.
• Effective system testing and approval, including the management of release notes and effective communication with stakeholders on changes and/or improvements.
• Work with front-end, back-end and mobile developers, marketing, sales, research and design departments to ensure a holistic management process of project management.
• Ensure conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance.
• Identify technology limitations and deficiencies in applications and associated processes, procedures and methods within the department.
• Continuous improvement of existing products, systems and processes within the department.
• Identify issues, bugs, and bottlenecks and devise solutions to these problems within the department.

Business Processes and Strategy: 20%

• Business process improvements, operationalization and optimization.
• Develop strategies for the implementation of products, projects or systems, including commercialization, legal and operational aspects.
• Risk analysis and mitigation.
• Manage tasks and priorities within product suite.
• Increase profitability of products through the streamlining of development, manufacturing and maintenance thereof.
• Effective stakeholder management (both internal and external)

Record-Keeping: 20%

• Compile relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
• Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes. 
• Efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
• Efficient and effective reporting on performance of products and systems.
• Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.

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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