Current Vacancies at hearX Group

Job Purpose:
To assist with maintaining and supporting the IT and CRM systems for the company and ensure optimal functioning of such services, with appropriate maintenance and data analytics on performance and use. Provide internal technical support and occasional client-facing support as well.

Minimum education (essential):
Matric

Minimum education (desirable):

• A+ or equivalent technical qualification 
• N+ or equivalent technical qualification 
• MCSE, or similar

Minimum applicable experience (years):
1 - 3 years

Required nature of experience:

• Setup, configuration and troubleshooting of desktop/notebook hardware and software
• Supporting standard end user applications
• Supporting printers and print services
• Working knowledge of network services (i.e. DNS, SMTP, DHCP, etc.)
• Cloud Service Support
• Ability to perform basic repairs on laptops, desktops and some peripherals

Skills and Knowledge (essential):

• Microsoft Windows 7, 8, 10
• Microsoft Office 2010 - 2016, 365
• Mac OS
• Remote Desktop Support
• Networking diagnostics
• Wired and Wireless Networking
• Printer Troubleshooting
• Gmail and GSuite support

Skills and Knowledge (desirable):

• Salesforce administration 
• Data Analytics setup and interpretation

Essential Competencies:

• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures
• Managing Tasks
• Upholding Standards
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Embracing Change
• Inviting Feedback
• Understanding People
• Valuing Individuals
• Meeting Timescales
• Checking Things
• Pursuing Goals

IT Administration 45%

• Maintain records of software licenses and assets.
• Assign software licenses and manage access. 
• Manage stock of equipment, consumables and other supplies.
• Manage HH CCTV, ensuring on-time and accurate functioning and managing requests for footage.
• Monitor compliance with IT processes and rules.
• Assist with onboarding and offboarding employees. 
• Manage GSuite and email related support / setups.
• Manage Slack subscriptions and access.
• Report on system performance and use.
• Manage and maintain the VOIP phones and system.
• Manage Twilio instance and analytics.

Salesforce Administration 15%

• Manage Salesforce licenses (including supplier liaison).
• Assign and manage licenses internally. 
• Manage User setup and configuration.
• Manage User permissions.
• Manage Salesforce Admin setup and configuration. 
• Document Of Salesforce setup processes.
• Troubleshoot system and help log and fix errors. 
• Offer on-site support to users.
• Setup and maintenance of TV’s in the Hearing Hub with relevant, real-time analytics.

Desktop and Hardware Support 20%

• Install, maintain, and configure required software.
• Act on IT support tickets and requests from employees, escalating for approval as required..
• Plan and undertake scheduled maintenance and keep maintenance records. 
• Assist with audio-visual requirements for meetings. 
• Repair equipment and replace parts.
• Request quotes from suppliers.
• Configure and maintain printers.
• Keep Hearing Hub PC’s updated: new passwords and software updates every month.
• Enforce and monitor HIPAA and GDPR compliance on desktops. 
• Manage work files and change logs for traceability

Network Administration 15%

• Maintain internal networks.
• Plan network requirements.
• Manage internet connectivity and speed.
• Manage internet access, routers, maintenance 
• Manage user access.
• Maintain network hardware.
• Manage accounts and supplier relationships. 
• Perform upgrades and maintenance on systems.

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.
• Ensure that all Cyber Security related processes are adhered to.

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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: 

Responsible for improving sales and conversion rates in hearX’s omni-channel contact center (“Hearing Hub”).

Developing training material and continuously presenting it to the contact center team, including Managers, Supervisors, Audiologists (Lexie Experts), Product Experts and Relationship Managers in the Hearing Hub to ensure continuous improvement in the conversion rates of inbound/outbound calls, emails and texts. This person will also be involved with optimizing the sales process/conversations to increase the conversion rate of new customer sales and upsell and repurchase interactions with existing customers.

Minimum education (essential):
Matric

Minimum education (desirable):
Train the trainer certification

Minimum applicable experience (years):
5 years

Required nature of experience:

• Conversion rate measurement and optimization
• Training content generation and research
• Training facilitation 
• Customer interaction 
• Experience in a contact center environment
• Quality Assurance - analysis and interpretation of calls and text based communication methods

Skills and Knowledge (Desirable):

• Coaching or training experience
• CRM System experience

Essential Competencies:

• Examining Information 
• Documenting Facts 
• Developing Expertise 
• Articulating Information 
• Team Working
• Checking Things 
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Making Decisions
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Resolving Conflict 
• Inviting Feedback 
• Meeting Timescales
• Following Procedures
• Managing Tasks
• Pursuing Goals

Team Support 5%

• Work closely with the Marketing, Salesforce team, Customer Experience team, and HR to align sales strategies and optimize overall performance.

Optimization 25%

• Regularly review recorded calls to assess agent performance, customer reactions, and effectiveness of existing scripts.
• Use insights from call analysis to develop and refine scripted responses that enhance customer engagement and increase conversion rates.
• Tailor scripts and responses to different customer segments and lead sources based on analysis of successful interactions.
• Identify and assist with scoping and deployment of Salesforce features that are specific to enhancing sales tracking and customer relationship management.
• Ensure high data quality within Salesforce to maintain accurate reporting and decision-making.
  • Develop sales strategies (and associated training plans) based on campaign and channel-specific metrics. 
  • Ensure optimal use of Salesforce, identifying features that are underutilized which could enhance productivity.
• Outperform industry or company-specific benchmarks on conversion rates for:

• • Inbound calls
  • Live agent Chat
  • Upsell opportunities
  • Repurchase opportunities 

• Drive optimization of conversions on:

• • Inbound calls
  • Inbound calls
  • Live agent Chat
  • Upsell opportunities
  • Repurchase opportunities 

Sales and Customer Experience 15%

• Analyze the effectiveness of different lead generation sources in terms of conversion rates and suggest improvements.
• Track and report on key metrics such as call times, close rates, average deal size, occupancy rates, and outbound call volumes by team and individual agents.
• Document current sales (and support, in conjunction with CIA) processes; identify bottlenecks or inefficiencies that can be streamlined.
• Recommend and help implement best practice sales techniques based on data-driven insights.
• Analyze the customer journey for inconsistencies or pain points from initial contact through to sale closure.
• Utilize customer feedback to understand satisfaction levels and areas requiring improvement, influencing product, process or service adjustments.
• Propose and track the effectiveness of customer retention strategies such as retention calls, Lexie Club (membership model) and the Lexie Rewards loyalty programme.

Training and Content Development 25%

• Develop, maintain and improve training programs based on analytics to improve individual and team performances.
• Establish continuous feedback loops where sales agents can provide insights regarding ‘on the ground’ challenges, feeding into process improvement.
• Regularly assess skill gaps in the sales team and recommend training or recruitment strategies to address these.
• Provide ongoing training and support for Salesforce to sales agents and managers to maximize CRM effectiveness (in conjunction with the Salesforce team and BAs)
• Develop and maintain training schedules. 
• Provide sales training, psychology and tactics to new staff as part of their onboarding. 
• Provide ongoing training to existing staff as part of their development and performance management.
• Provide continuous input on development and maintenance of standard operating procedures, call scripts and agent training.
• Develop training evaluations both to determine agent score and effectiveness of training itself. 
• Continuously optimize training efficiency and schedules, making midcourse corrections as required.

Performance Benchmarking 25%

• Compare sales metrics against industry benchmarks or direct competitors to gauge relative performance.
• Set realistic but challenging goals for sales metrics based on benchmarking data and company objectives with the intent of increasing this incrementally until industry leading benchmarks are achieved.
• Design and modify incentive schemes that motivate sales teams effectively, based on analytical insights.
• Implement and monitor key performance indicators such as occupancy rates, outbound call volumes, contact rates, and conversion rates to drive productivity and efficiency.
• Identify sales trends and seasonality that may affect performance, helping to adjust strategies accordingly.
• Develop quality objectives and measures for effectiveness of sales and service calls.
• Conduct frequent mock calls with agents.

Reporting and QMS 5%

• Compile relevant records as is necessary for compliance to ISO, CE, FDA, SOC2 (and other) standards and requirements as is applicable to assigned products.
• Ensure efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
• Ensure 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.
• Ensure conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance.
• Ensure continued improvement and upkeep on existing processes and documentation.
• Generate daily, weekly, and monthly reports for management on sales metrics, forecasts, and improvement initiatives.
• Present actionable insights and strategic recommendations to management on a weekly and monthly basis.

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Job purpose: 

• Responsible for conducting telephonic sales as well as handling customer issues pertaining to the sales of hearing aids to our international market.

Minimum education (essential):

• Matric

Minimum education (desirable):

• Relevant certificates

Minimum applicable experience (years):

• 1-3 years

Required nature of experience:

• Customer relations
• Telephonic sales 
• Call centre 
• Technical support
• Administration 
• Cold Calling 
• Working within a digital environment

Skills and Knowledge (essential):

• CRM system experience 
• Telephonic sales experience and high conversion rates
• Excellent English skills
• Excellent communication ability and oratorship 
• Conflict management 
• Salesforce experience 
• Video calling experience

Other:

• Working hours from EST time: 9am - 8pm

• • Working shifts, four shifts a week 
  • Monday to Sunday.

• These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

Essential Competencies:

• Interacting with People
• Establishing Rapport
• Resolving Conflict
• Thinking Positively 
• Understanding People
• Following Procedures
• Upholding Standards
• Seizing Opportunities

Important Competencies:

• Interpreting Data
• Impressing People
• Convincing People
• Articulating Information
• Empowering Individuals
• Conveying Self-Confidence
• Showing Composure
• Inviting Feedback 
• Team Working
• Valuing Individuals
• Meeting Timescales
• Checking Things

Sales 50%

• Call assigned leads and ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Action inbound sales calls according to procedure.
• Upsell additional products to existing and/ or prospective customers. 
• Maintain a high sales conversion rate.
• Provide good quality information to customers to ensure that the products meet their needs to minimise returns.
• Assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.
• Complete assigned CRM tasks for follow ups to leads/customers.

Customer Support 20%

• Ensure leads/customers have a positive view of hearX and Lexie/Go and the hearing hub team and processes. 
• Conduct business in a professional manner when communicating and interacting with leads/customers to ensure customer satisfaction.
• Provide information as effectively and efficiently as possible to reduce the possibility of future queries.
• Liaise with Lexie Experts to improve customer satisfaction.
• Maintain lead/customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for leads/customers. 
• Gather customer feedback via post-call reviews and direct them to 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 to zero missed call rate.
• Solve problems for end users to get the products working.
• Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
• Escalate queries with discretion.  
• Respond to queries and follow up with feedback.

Continuous Improvement 10%

• Liaise with the CIA (Continuous Improvement Audiologist) to maintain the list of FAQs based on questions and interactions you experience throughout your engagements with leads/ customers.. 
• Keep supervisor(s) informed about recurring queries logged by leads/ customers; and the corresponding responses.
• Guide management on the needs and desires of our prospective and existing customers. 
• Provide lead/ customer feedback on product or training information to the CIA.
• Provide feedback to the CIA on the support material available that could be helpful to customers and staff.
• Report any roadblocks and limitations for effective customer support to management urgently.
• Ensure proper and complete product knowledge is kept based on training and materials provided.
• Actively participate in training activities and successfully complete training activities
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.

Quality & Compliance 20%

• Maintain absolute customer confidentiality and protection of personal information.
• Maintain customer records in accordance with procedure.
• Keep customer interaction logs up to date on Salesforce.
• Report to and work with other customer Relationship Managers in the Contact Centre to ensure customer satisfaction. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Positively adhere to all regulatory, policy and procedural requirements. Non-adherence will be subject to disciplinary process.

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Job Purpose:
Develop and coordinate full funnel customer journeys strategies and manage the implementation thereof on the relevant platforms. Monitor and optimize journeys to achieve set KPI targets.

Actively support management to build out CRM strategies guided by market and competitor insights and historic performance. Assist with general marketing administrative tasks and continually strive to optimize processes to work more seamlessly.

Minimum education (essential):
Diploma (Communications / Marketing)

Minimum education (desirable):
Degree (Communications / Marketing)

Minimum applicable experience (years):
5 years

Required nature of experience:

• Business to Consumer marketing.
• Experience in international markets.
• Experience with customer journey strategy development, reporting and implementation with a focus on emails.

Skills and Knowledge (essential):

• Customer journey strategy development
• Customer journey implementation, testing and reporting
• Data analysis 
• Customer journey insight generation and optimizations
• GA4 (Google Analytics 4)
• Marketing Cloud (Salesforce marketing tool)
• MailChimp
• Competitor analysis
• Proficient in Google Suite
• Copywriting
• Content creation 
• Campaign management 
• Optimizing lead conversion

Essential Competencies:

• Embracing Change
• Checking Things
• Documenting Facts
• Producing Output 
• Meeting Timescales
• Managing Tasks
• Taking Action
• Interpreting Data

Important Competencies:

• Developing Expertise
• Challenging Ideas
• Generating Ideas
• Inviting Feedback
• Adopting Practical Approaches
• Upholding Standards
• Pursuing Goals
• Showing Composure
• Examining Information
• Team Working
• Following Procedures
• Thinking Positively

Customer Journey Management 20%

• Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
• Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
• Customize and configure CRM marketing systems to meet the organization's specific needs.
• Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
• Set Email Marketing benchmarks and targets.
• Cross functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative and technical teams.
• Schedule promotional and ad hoc tactics across platforms.
• Ensure data accuracy, integrity, and security within the CRM platform.
• Format emails according to required standards, ensure high quality of emails and follow the appropriate approval process.

Strategic management and support 25%

• Provide support in terms of insight generation from the market, competitors and performance to assist with strategic direction.
• Assisting to create systems and structures to support the broader business.
• Consistently explore new opportunities to remain relevant and ahead of our competitors.
• Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
• Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content. 
• Identify and implement initiatives to acquire new customers and retain existing ones.
• Collaborate with marketing teams to create personalized and targeted campaigns.
• Development and coordinate an end-to-end, full funnel customer journey strategy for healthcare,  direct-to-consumer and retail channels.

Data Tracking & Reporting 20%

• Utilize analytics tools to generate insights and reports on customer behavior and engagement.
• Provide regular reporting on the performance of  email campaigns and customer journeys.
• Provide insights and key learnings gained from the report.
• Provide clear next steps to ensure the optimal performance of these journeys. 
• Analyze customer data to identify trends, preferences, and opportunities for improvement.
• Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.

Continuous Improvement 25%

• Stay informed about industry trends and best practices in CRM.
• Identify opportunities for process improvement and optimization of CRM systems.
• Continuous AB testing and optimizations of journeys to deliver a high- performing and high-converting lead and customer nurture stream.
• Ensure content is updated according to the latest assets.
• Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.

Marketing Administration 5%

• Assist with overall digital marketing administration including finance requirements.
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
• Assist with the management of the CRM accounts and marketing tools related to CRM. 
• Assist broader marketing team with general administrative tasks.

QMS 5%

QMS: Sales and Marketing

• 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:
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 sales 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

Minimum education (desirable):
Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):
5+ years in Contact Centre's
3+ years in Contact 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 time zones 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 Labor legislation

Other:

• Working hours from EST time: 9am - 8pm
• 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 sales 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 Relationship Managers.
• 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, 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.

Sales 20%

• Ensure team meets sales targets and KPI’s.
• Monitor lead assignment and 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. 
• Maintain a high sales conversion rate.
• 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 10%

• 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 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.

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:

• 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

Key Performance Areas:

• Team Management 
• Planning & Reporting 
• Customer Experience 
• Sales Optimization 
• Customer Support 
• Quality & Compliance 

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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

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

go to method of application »

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

go to method of application »

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.