Current Vacancies at hearX Group

Job Purpose:
The Salesforce Developer will perform hands-on technical implementation, with a focus on delivering functional solutions on the Salesforce.com platform. The Salesforce Developer will take a role in the design, implementation, deployment and documentation of projects that leverage the Salesforce.com toolset.

Minimum education (essential):

• Matric
• Salesforce Certification

Minimum education (desirable):
Bachelor’s degree in Computer Science or Engineering (or similar)

Minimum applicable experience (years):
3+ years of related Salesforce experience

Required nature of experience:

• Software Developer  
• Experience with the Salesforce development toolkit 
• Experience developing Apex classes, triggers, VisualForce pages, Lightning components, and web services leveraging the Salesforce REST and SOAP APIs
• Small to medium sized project experience in Salesforce

Skills and Knowledge (essential):

• On platform declarative customizations, Lightning Components, Apex, Data Loader, Workbench
• Sales Cloud 
• Service Cloud 
• Sales Engagement (High Velocity Sales) 
• Marketing Cloud
• Marketing Cloud Intelligence (Datorama) 
• Salesforce OMS 
• Service Cloud Voice
• Salesforce Connect
• ECI (Einstein Conversational Insights)

Essential Competencies:

• Examining Information
• Adopting Practical Approaches
• Inviting Feedback 
• Team Working
• Meeting Timescales
• Checking Things
• Taking Action 
• Pursuing Goals

Important Competencies:

• Interpreting Data
• Providing Insights
• Generating Ideas
• Articulating Information 
• Making Decisions
• Challenging Ideas
• Conveying Self-Confidence
• Embracing Change
• Showing Composure
• Understanding People
• Managing Tasks
• Producing Output

Analysis and Planning 15%

• Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
• Define and communicate problems, goals 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 or applicable work instructions (i.e. Jira) to develop software.
• Develop complex CRM solutions to ensure that best practices are followed and the best data solutions are provided. 
• Meet deadlines and timelines as determined in the planning phase.
• Adhere to agreed upon standards for code, as set and determined by the Tech 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.

Testing and Implementation 20%

• Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
• Prepare a test environment, examples and instructions.
• Ensure the test environment caters for end-to-end testing of all applicable systems in the integration landscape.
• Participate enthusiastically in peer code reviews.
• Deploy changes to the production environment.
• Maintain system and product change logs and release notes according to company standards.

Reporting and Communication 15%

• Take ownership for work, tasks and communication
• Keep project documentation up to date and according to company standards.
• 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 requirements, development of user stories, estimates and work plans.
• Prepare reports, manuals, SOPs 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:
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:
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:
To assist with maintaining a company-wide quality management system (QMS) as well as assisting with medical device certification(s), including, but not limited to ISO13485, CE and FDA. This includes maintaining documentation of specifications and procedures, advising the internal team on regulatory and quality issues, and keeping up to date with the latest local and international standards. Ensuring registration and compliance with the relevant authorities/notified bodies.

Minimum education (essential):

• Certificate or higher in health sciences, or biomedical technology, business administration (experience essential), or equivalent qualification.

Minimum education (desirable):

• ISO 13485* certificate, or
• ISO 13485* internal auditor certificate, or
• ISO 14971* certificate, or
• IEC 62304 certificate.

Minimum applicable experience (years):

Qualified professionals 

• Certificate = 5 years minimum
• Diploma = 3 years minimum
• Degree = 2 years minimum with Quality Management & Assurance experience (minimum 1 year) in developing and implementing Quality Management Systems according to EN ISO 13485.

Required nature of experience:

• Quality Management Systems according to ISO 13485, , or similar (ISO 17025 / 21 CFR 820 / MDR 2017/745) -
• Solid knowledge of the regulatory framework applying to medical devices in either SA, or USA, or EU market. 
• Risk Management 
• Experience in the implementation of EN 62304 requirements within a Quality Management System (beneficial)
• Experience in the preparation of Technical Documentation for FDA or CE marking purposes of SaMDs (beneficial)
• Internal auditor experience (beneficial)
• Experience in the medical device industry or technology industries (beneficial).

Skills and Knowledge (essential):

• Knowledge of ISO 13485, and , MDR or, UKCA or, FDA 
• Excellent computer proficiency ( MS Office 0r GSuite)
• Report and proposal writing skills
• Business process design 
• Internal audits (knowledge essential)
• GSuite operations (or an equivalent cloud-based document management tool)
• Good communication and reporting skills
• Self-driven, self-organized and problem-solving oriented.

Essential Competencies:

• Examining Information
• Documenting Facts
• Developing Expertise
• Providing Insights
• Exploring Possibilities
• Meeting Timescales
• Checking Things
• Following Procedures

Important Competencies:

• Adopting Practical Approaches
• Interpreting Data
• Generating Ideas
• Developing Strategies
• Convincing People
• Challenging Ideas
• Making Decisions
• Showing Composure
• Embracing Change
• Managing Tasks
• Producing Output
• Taking Action

Quality Management 40%

• Define quality procedures in conjunction with operating staff.
• Drive the development, improvement and implementation of the hearX Quality Policy and Quality Management System.
• Set up and maintain controls and documentation procedures.
• Conduct internal audits on existing processes (if applicable).
• assist with supplier management in line with QMS processes
• Collaborate and assist with management review meetings in line with QMS processes. 
• Support in keeping medical device risk files and device literature valuation  up to date.
• Conduct training (formal or informal) on the QMS system and associated processes.
• Manage internal change management to drive adoption of QMS within the company.
• Liaise with internal teams and process owners in order to drive quality management within the company.
• Any other lawful tasks required by management.

Regulatory Compliance 40%

• Assist in maintaining facility and product registrations at relevant bodies in active territories.
• Assist with compliance of medical devices to relevant medical device regulations.
• Assist in aligning post market surveillance activities/reports  with QMS processes.
• Research and implement (if and when required) any new regulatory requirements and compliance related topics, processes and documentation.
• Compile relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to all products.
• Compile and disseminate information to relevant employees, training them as necessary on regulatory requirements.
• Assist in communicating with notified bodies regarding quotes, schedules, documentation and audits.
• Support software development requirements for medical device software, where applicable/relevant. 
• Provide expert, accurate guidance to stakeholders/top management on regulatory pathways
• Accomplish objectives by establishing plans and results; reviewing progress and making mid-course corrections to ensure optimal outcome.

Record - Keeping 20%

• Assist and maintain documentation, SOPs, and records within the various departments.

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Job Purpose:
We are looking for an Industrial Engineer to 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 centre, which will include daily operations, capacity planning and reporting.
• The contact centre is responsible for selling Hearing Aids and providing support services on the devices to our customers, based in the US. 
• Team 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
• Excellent English skills, with a neutral accent

Skills and Knowledge

• 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

Key Performance Areas:

• Team Management
• Planning & Reporting
• Customer Experience
• Continuous Improvement
• Sales and Customer Support Optimisation 
• Quality & Compliance

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Job Purpose:
The purpose of this role is to coordinate and facilitate all order fulfillment and escalation activities for the B2C department of hearX for the fulfillment of product orders in the USA and other regions.

Minimum education (essential):
Matric
Diploma in Supply Chain and Logistics

Minimum education (desirable):
Bachelor’s degree in Business Management, Supply Chain Management, Logistics, or similar.

Minimum applicable experience (years):
2 years

Required nature of experience:

• Administration 
• Process documentation 
• Case logging 
• Fulfillment coordination  
• Escalation coordination
• Retail or FMCG 

Skills and Knowledge (essential):

• Excel
• Customer support
• Strong communication skills
• Strong time management and prioritization skills
• An appreciation for query resolution and a sense of urgency for escalation turnaround times
• Strong mathematics skills and attention to detail required
• A great understanding of fulfillment processes and systems
• CRM Software (Customer Relationship Management)
• Inventory Management and Fulfillment Software

Skills and Knowledge (beneficial):

• WMS (Warehouse Management System Software) 
• ERP (Enterprise Resource Planning Software)
• Working knowledge of US carrier services and related platforms
• Shopify
• Shopstation
• Salesforce
• BigCommerce
• ShipStation  
• Stripe 

Other:
Ad hoc availability after hours

Essential Competencies:

• Examining Information
• Establishing Rapport
• Convincing People
• Showing Composure
• Meeting Timescales
• Checking Things
• Managing Tasks
• Taking Action

Important Competencies:

• Documenting Facts
• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Providing Insights
• Articulating Information
• Making Decisions
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Following Procedures
• Producing Output

Stock Management 10%

• Assist in conducting stock-takes (where applicable) and ensure stock levels are kept above minimum levels.
• Continuously liaise with fulfillment partners to monitor stock levels.
• Assist in determining if inventory quantities are sufficient for needs, ordering more materials when necessary. This may include inventory forecasts based on provided sales forecasts.
• Assist in preparing, sending and filing purchase orders. Ensure purchase orders are executed.
• Assist in contacting suppliers to schedule or expedite deliveries, follow up on orders, and to resolve shortages, missed or late deliveries, and other problems.
• Assist to calculate costs of orders, and charge or forward invoices to appropriate accounts.
• Assist in communicating to suppliers and fulfillment warehouses regarding order status, changes, or cancellations.
• Manage stock storage and ensure all devices are kept in the correct location.
• Assist with the implementation of a stock management system. 
• Assist in ensuring adequate stock levels of all applicable packaging is maintained.

Order Fulfillment 80%

• Ensure orders are fulfilled accurately and within the promised lead time.
• Manage fulfillment software systems.
• Assist in managing retail partner systems and order management systems.
• Ensure adequate stock levels through close monitoring of stock and frequent engagement and alignment with hearX procurement function.
• Resolve operational  issues related to pending and fulfilled orders.
• Coordination with shipping service providers (USPS, UPS, FedEx etc.).
• Provide reports to the line manager and relevant stakeholders on order and fulfillment statistics and metrics.
• Continuous communication with fulfillment stakeholders.
• Create manual orders on an ad hoc basis. 
• Oversee the order tracking process and ensure orders are processed in accordance to the organization's customer service standards. 
• Post fulfillment engagement with asset management and related systems.
• General escalation management and support.
• Identify and present improvement initiatives relating to fulfillment processes and systems.

Record Keeping 10%

• 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.
• 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:
Responsible for ensuring that the stock control, manufacturing, production and shipment of products to clients are effective for the B2B division and to ensure that the delivery meets the required standards of the Company.

Minimum education (essential):
Senior Certification

Minimum education (desirable):
Diploma in Supply Chain Management

Minimum applicable experience (years):
5 years

Required nature of experience:

• Procurement
• Administration 
• International shipping
• Case logging 
• Fulfillment coordination  
• Escalation coordination
• Retail or FMCG 

Skills and Knowledge (essential):

• Inventory Management
• Excel / Google Sheets
• Customer support
• Strong communication skills
• An appreciation for query resolution and a sense of urgency for turnaround times
• Strong mathematics skills and attention to detail required
• A great understanding of fulfilment processes and systems

Other:

• WMS (Warehouse Management System Software) 
• ERP (Enterprise Resource Planning Software)
• Working knowledge of US carrier services and related platforms

Essential Competencies:

• Examining Information
• Establishing Rapport
• Convincing People
• Showing Composure
• Meeting Timescales
• Checking Things
• Managing Tasks
• Taking Action

Important Competencies:

• Documenting Facts
• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Providing Insights
• Articulating Information
• Making Decisions
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Following Procedures
• Producing Output

Stock & Supplier Control 30%

• Oversee stock take, assist where necessary and ensure that stock list is updated on a weekly basis.
• Oversee the Incoming goods inspection, ensure accuracy and assist when required.
• Proactively liaise with supplies and communicate to the relevant stakeholders when hardware is going to be discontinued (EOL).
• Responsible for end-to-end supplier management.
• Conduct annual supplier performance appraisals.
• Conduct monthly supplier evaluations for critical suppliers and liaise with the L&R team.
• Responsible for end-to-end procurement activities, including: 
  • Monitor stock levels; 
  • Acquire quotes for new stock purchases as required; 
  • Obtain quote approval on relevant channels; 
  • Place orders with manufacturers, 
  • Plan for stock lead times, 
  • Forward invoices for payment, 
  • Ensure stock is booked into the warehouse by the stock controller.

Manufacturing & Production 10%

• Track and trace all orders on the SA, Oaktree and Sonic order sheets to assist with planning of order completion.
• Facilitate communication of expectations and completion dates for orders between all stakeholders (production, Oaktree, Sonic, sales).
• Assist with calibration and device set-up as and when required. 
• Conduct final quality checks on completed orders before shipment. 
• Monitor production team to ensure deadlines are met according to agreed timelines.
• Assist with resolution of support queries. 
• Execute new initiatives to improve manufacturing and production effectiveness.

Shipping 50%

• Arrange local and international shipments. 
• Obtain shipping quotes for invoicing. 
• Proactively communicate shipping statuses with relevant stakeholders.
• Constantly ensure that all relevant documents and Slack channels are updated.
• Liaise with couriers and customs authorities on an ongoing basis.
• Reconcile shipment quotes, invoices and client accounts.
• Ensure shipping and billing processes are effective.
• Ensure that relevant HS codes and EORI numbers are added to commercial invoices.
• Liaise with the Finance department to get commercial invoices ready for shipping.
• Ensure the correct procedures are followed when transferring stock to subsidiaries.
• Liaise with the support team to communicate tracking numbers and calibration certificates to clients.
• Liaise with the sales team to keep them updated on outgoing orders.

Administration and QMS 10%

• Ensure that CSD, Ariba & WCBD vendor registration and details are updated on an annual basis. 
• Ensure compliance records are kept up to date in accordance with the relevant QMS processes. 
  • Supplier management documentation; 
  • Customs documentation;
  • Incoming goods inspection documentation;
  • Batch manufacturing and servicing records; 
  • Manufacturing process management.
• Assist with other activities as and when required.

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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)

• Customer Satisfaction Certificate (desirable)

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

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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.