Career Opportunities at hearX Group

Job purpose: 

To utilise various web based development languages to build responsive and adaptive UI for internal and public facing web applications.  Our website and client-site web apps are built using React, HTML5, Javascript/Typescript and CSS.

Minimum Requirements

Education 

• Certificate in relevant Web Development or Graphic Design (essential)
• Diploma in relevant Web Development or Graphic Design (desirable)

Experience

• 3+ years working experience
• Experience with translating UI & UX designs into HTML, CSS and Javascript websites, with a focus on user experience and usability.
• Use sound development practices to build a solid product while iterating quickly.

Skills and Knowledge

Essential 

• React.js
• HTML
• JavaScript/TypeScript
• CSS
• Git
• Have an excellent sense of design sense and attention to detail.

Desirable 

• Tailwind CSS
• SCSS
• Next.js
• Webpack
• Vue.js
• Angular

Key Performance Areas, Weighs and Objectives 

Analysis and Planning 15%

• Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
• Define and communicate problem, goal and acceptance criteria.
• Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
• Work with stakeholders to achieve appropriate solutions.
• Conduct research on possible solutions and techniques.
• Analyse systems for root cause, impact, workarounds and permanent fixes.
• Determine and account for dependencies among deliverables, products and systems.
• Accurately estimate duration of deliverables.
• Identify and mitigate risks.
• Document analysis and planning process.
• Communicate effectively with the line manager on progress, priorities and workload.

Programming 50%

• Follow project plan to develop software.
• Meet deadlines and timelines as determined in the planning phase.
• Adhere to agreed upon standards for code, as set and determined by the Front End Development Lead. 
• Generate and maintain effective and efficient high quality code. 
• Use effective and efficient components & techniques to implement solutions.
• Ensure all work is versioned and backed up according to company standards.
• Take ownership for work, tasks and communication.

Testing and Implementation 20%

• Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
• Prepare test environment, examples and instructions.
• Participate enthusiastically in peer code reviews.
• Deploy changes to live environment.
• Maintain system and product change logs and release notes according to company standards.

Reporting and Communication 15%

• Keep project documentation up to date and standard.
• Provide timeous, efficient and effective feedback on project status.
• Proactively keep stakeholders updated on progress, risks and problems.
• Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
• Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
• Provide insight and feedback on queries regarding relevant projects.

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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) Satisfaction CertificateCustomer

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 and oratorship 
• 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

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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:

Developing and maintaining software products and solutions offered by the company.

• Our technical stack comprises of Golang to build fast, fault tolerant and distributed systems (NATS, NATS Jetstream, CQRS), MySQL/PostgreSQL for data storage, Github actions for CI/CD, Docker (and compose) for containerisation and Amazon Web Services (AWS) as hosting provider. We are split into teams, each with a specific product focus. Each team will include a Business Analyst, Back-end- and Front-End Engineers, Android and/or iOS Developers, and/or Web Developers, each who bring a unique and creative perspective to the team

REQUIREMENTS

Minimum education (essential):

• Bachelor’s degree in Computer Science or Engineering (or similar)

Minimum education (desirable):

• MSc/PhD in computer science or other technical discipline.

Minimum applicable experience (years):

• 5+ years working experience
• Required nature of experience:
• Software engineer

Skills and Knowledge (essential):

• Design and build data stores with complex relationships (relational or NoSQL).
• Built/Design distributed systems, back-end APIs, or microservices.
• CS fundamentals in object-oriented design, data structures, algorithm design and complexity analysis.

Skills and Knowledge

(desirable):

• Experience in Golang.
• Experience with continuous deployment technologies. (Jenkins).
• Familiarity with (TDD) unit testing, performance, load, or end-to-end integration tests.
• Other:

COMPETENCIES

Essential Competencies:

• Examining Information 
• Developing Expertise
• Making Decisions
• Showing Composure
• Embracing Change
• Meeting Timescales 
• Upholding Standards
• Taking Action 

Important Competencies:

• Providing Insights 
• Interpreting Data
• Adopting Practical Approaches
• Exploring Possibilities 
• Thinking Positively 
• Conveying Self-Confidence 
• Inviting Feedback 
• Impressing People 
• Convincing People
• Challenging Ideas
• Managing Tasks 
• Following Procedures

KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES 

Analysis and Planning 20%

• Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
• Define and communicate problem, goal and acceptance criteria.
• Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
• Conduct research on possible solutions and techniques.
• Prepare a work breakdown structure.
• Determine and account for dependencies among deliverables, products and systems.
• Accurately estimate duration of deliverables 
• Document analysis and planning process.

Programming 40%

• Follow project plan to develop software.
• Analyse systems for root cause, impact, workarounds and permanent fixes.
• Communicate effectively and efficiently with line manager on progress, priorities and workload
• Work with stakeholders to achieve appropriate solutions.
• Meet development timelines in projects and deliverables
• Identify and mitigate risks, making appropriate mid-course corrections as required
• Adhere to agreed upon standards for code. 
• Generate and maintain effective and efficient high quality, reusable code. 
• Use effective and efficient components & techniques to implement solutions.
• Ensure all work is versioned and backed up according to company standards.
• Meet set deliverable deadlines.

Testing and implementation 20%

• Ensure that all work is tested, benchmarked and fulfills functional requirements submitting for approval, review or deployment.
• Prepare test environment, examples and instructions.
• Participate enthusiastically in peer code reviews.
• Deploy changes to live environment.
• Maintain system and product change logs and release notes according to company standards.

Reporting and Communication 10%

• Keep project documentation up to date and standard.
• Provide timeous, efficient and effective feedback on project status.
• Proactively keep stakeholders updated on progress, risks and problems.
• Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
• Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
• Provide insight and feedback on queries regarding relevant projects. 

Database Administration 5%

• Perform maintenance to ensure data integrity and efficiency.
• Deploy new structure and content.
• Restore data when required.

Compliance 5%

• Comply to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
• Safeguard confidential information.
• Maintain backups and backup systems.

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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:

• Ensure software compliance to required standards and specifications. Develop, execute and automate test cases to ensure maximum product quality.

Minimum education (essential):

• Qualification or certification in software testing

Minimum education (desirable):

• Diploma/Degree in Software Related Area

Minimum applicable experience (years):

• 2 - 3 years

Required nature of experience:

• Testing multiple platforms, including web and mobile based systems.
• Documentation and maintenance of software test artifacts.
• Using testing methodologies and techniques.
• Coding experience in HTML, Java or C#. 
• Selenium, Cypress, Zephyr, Browserstack, Test Project  and JIRA experience would be advantageous.
• Testing in an Agile environment - where Agile is the development methodology

Skills and Knowledge (essential):

• Automated Test Tools and Platforms.
• Software development life cycle (SDLC) and the software test life cycle (STLC).
• Basic understanding of databases and SQL.
• Common software failures and faults
• JIRA agile processes
• Ensuring conformity of web design
• Smoke-, Functional-, Post deployment Testing
• Automation of Testing Processes
• Creating Test Cases.

Essential Competencies:

• Examining Information
• Interpreting Data
• Adopting Practical Approaches
• Exploring Possibilities
• Meeting Timescales
• Checking Things
• Producing Output
• Taking Action

Important Competencies:

• Documenting Facts
• Developing Expertise
• Providing Insights
• Challenging Ideas
• Making Decisions
• Showing Composure
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Following Procedures
• Managing Tasks
• Pursuing Goals

Analysis and planning 15%

• Develop test designs, test processes, test cases, test data, test scenarios, test environment and prioritisation of test activities at all stages of the development life cycle.
• Develop and execute software testing plans, specific to the needs of each product or system, having analysed the specific requirements for such product or system.
• Document software testing plans and reports.
• Maintain documentation for testing.

Software Testing & Programming 55%

• Ensure that all work is tested, benchmarked and fulfills functional requirements submitting for deployment.
• Prepare test environments, examples and instructions.
• Identify and facilitate issue resolution with functional and technical groups (including problem reproduction).
• Execute tests in a repeatable manner for verification when Software Component Changes are made.
• Design and develop automated test scripts that are reusable and maintainable using available tools.
• Document test results and communicate these back to the Team as through verbal and written channels.
• Plan and Manage the complete test cycle of software development from requirements testing to user acceptance and release testing.
• Carry out regular integration and compatibility testing of software against different versions of both ios and android devices, different mobile device brands, screen sizes and browsers.
• Integration, functional and compatibility testing of hardware sets with software.
• Ensure testing is completed to ensure product conforms to requirements and standards.

Reporting & Documentation 20%

• Collection and document testing requirements, development of user stories, test cases, time estimates and work plans.
• Assist in maintaining system and product change logs and release notes according to company standards.
• Manage, track and update tasks on Jira. 
• Create templates for testing documentation and use cases
• Keep testing documentation up to date and up to standard.
• Prepare reports, manuals and other documentation on the status, operation and testing of software.

Communication 10%

• Provide timeous, efficient and effective feedback on task status to team lead and team.
• Proactively keep all stakeholders updated on progress, risks and problems.
• Provide insight and feedback on queries regarding relevant projects and performance. 
• Prepare feedback and status reports for team meetings.

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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):
BSc Audiology Degree

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

Other:
Working hours from EST time: 9am - 8pm (3pm - 2am)
Working shifts, four shifts a week
Monday to Sundays

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.