The hearX Group offers the world's first clinical smartphone hearing test solutions. Our award-winning products are used in over 25 countries. Our aim is to impact on an individual, community and global level by creating sustainable, smart solutions for hearing health for everyone.
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Job purpose:
In this role, you will be a member of a team of talented web developers, shaping the future of our multiple e-commerce websites, including Lexie Hearing. These websites showcase our over-the-counter hearing aid solutions and accessories, in collaboration with renowned partners such as Bose.
Your journey will involve close collaboration with fellow web developers, product teams, designers, aiming to deliver cutting-edge features while upholding the highest standards of code quality, performance, and user experience. Within our dynamic and collaborative environment, you'll have the opportunity to work alongside experienced web developers who will value your mentorship and guidance.
As an experienced developer, you will contribute towards the team's processes, structure, and documentation and write high quality, maintainable, and performant code. If this opportunity resonates with your ambitions and passions, we encourage you to connect with us and be part of our journey.
Minimum Requirements
Education
- Bachelor's degree in Computer Science, Engineering or related field
Experience
- 5+ years working experience
- Proven professional experience as a React.js developer
- Strong proficiency in JavaScript, including ES6+ syntax
- Extensive experience with HTML5 and CSS3
- Experience with popular React.js workflows such as Redux, or Context API
- Knowledge of RESTful APIs and asynchronous request handling
- Experience with version control systems such as Git
- Excellent problem-solving and analytical skills
- Strong communication and teamwork skills
- Experience with testing frameworks such as Jest and Cypress is a plus
- Experience with server-side rendering (SSR) and Next.js is a plus
Skills and Knowledge
- Essential
- React
- HTML
- Javascript/Typescript
- CSS/SCSS
- REST APIs
- Git
- Have an excellent sense of design and attention to detail
- Desirable
- Next.js
- Tailwind CSS
- Storybook
- Jest
- CI/CD pipelines, Github actions preferable
Key Performance Areas, Weighs and Objectives
Analysis and Planning 15%
- Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
- Define and communicate a problem, goal and acceptance criteria.
- Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
- Work with stakeholders to achieve appropriate solutions.
- Conduct research on possible solutions and techniques.
- Analyse system issues for root cause, impact, workarounds and permanent fixes.
- Determine and account for dependencies among deliverables, products and systems.
- Identify and mitigate risks.
- Document analysis and planning processes.
- Communicate effectively with the line manager on progress, priorities and workload.
- Estimate accurate completion timelines for projects for use by the project lead in capacity planning.
- Manage time and tasks effectively in order to complete tasks in the correct order of priority and on time.
- Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of web applications and the required back end system.
- Track tasks and timing on JIRA.
Programming 50%
- Follow project plan to develop software.
- Meet deadlines and timelines as determined in the planning phase.
- Adhere to agreed upon standards for code, as set and determined by the Front End Development Lead.
- Generate and maintain effective and efficient high quality code.
- Use effective and efficient components & techniques to implement solutions.
- Ensure all work is versioned and backed up according to company standards.
- Take ownership for work, tasks and communication.
Testing and Implementation 20%
- Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
- Prepare test environment, examples and instructions.
- Participate enthusiastically in peer code reviews.
- Deploy changes to live environment.
- Maintain system and product change logs and release notes according to company standards.
Reporting and Communication 15%
- Keep project documentation up to date and standard.
- Provide timeous, efficient and effective feedback on project status.
- Proactively keep stakeholders updated on progress, risks and problems.
- Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
- Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
- Provide insight and feedback on queries regarding relevant projects.
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Job purpose:
Product Experts provide high quality first line support and remote care to a hearing care program being provisioned to service the market in the United States. They maintain high customer satisfaction and ensure customers are assisted with the information they require. Product Experts assist customers remotely via video and voice calls, texts, emails and messenger services. They troubleshoot basic issues with hearing aids, provide customers with support for the mobile application and any other query or information the Product Expert is able to. They ensure that customers' devices are operational and that the customers understand how to use and maintain their hearing aids and our Mobile application.
Minimum Requirements
Education
- Matric (essential)
- (desirable)Customer Satisfaction Certificate
Experience
2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
Required nature of experience
- Customer relations and relationship management
- Telephonic and email support
- Video calling experience (advantageous)
- Contact center experience
- Telephonic sales experience and high conversion rates (advantageous)
- Technical support experience
- Administration and record management
- Working in a digital environment
Skills and Knowledge (essential)
- CRM system experience
- Telephonic sales and support skills
- Excellent English skills (written and spoken)
- Excellent communication ability and oratorship
- Conflict management
- Typing, spelling, grammar, comprehension
Other:
- Working hours Eastern Standard Time: 9am - 8pm
- Working shifts, four shifts a week
- These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time
Essential Competencies:
- Establishing Rapport
- Interacting with People
- Valuing Individuals
- Understanding People
- Convincing People
- Articulating Information
- Showing Composure
- Resolving Conflict
- Examining Information
- Developing Expertise
- Adopting Practical Approaches
- Following Procedures
Important Competencies:
- Upholding Standards
- Generating Ideas
- Inviting Feedback
- Making Decisions
- Thinking Positively
- Managing Tasks
- Taking Action
- Seizing Opportunities
Customer Support 50%
- 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, 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).
- Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
- Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
- Assist with outbound calling tasks as and when required/requested.
- Transfer all inbound sales calls to the RMs according to procedure.
- Upsell additional products to existing or (and prospective) customers.
- Provide customers with relevant product or training information as required.
- Provide good quality information to customers to ensure that the products meet their needs to minimize returns.
Customer Experience 30%
- Ensure customers have a positive view of hearX and Lexie/Go 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 Lexie Experts to improve customer satisfaction.
- Maintain customer support KPIs 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 to zero missed call rate.
Continuous Improvement 10%
- Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
- Alert 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.
- 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.
- 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.
- 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.
- Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
- Positively adhere to all regulatory, policy and procedural requirements.
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Job purpose:
- Develop and maintain our innovative hearing health platforms on the Android platform, ensuring code is generated that is to specification, neat, accurate and scalable. Work will mainly focus on maintaining and upgrading our hearing aid solutions platform (Lexie Hearing), as well as providing guidance from an Android best practice perspective for products in the rest of the company. Work might also include mentoring other Android developers.
Requirements
- Minimum education (essential): National Senior Certificate
- Minimum education (desirable): Diploma and/or degree in IT / Engineering / Programming
- Minimum applicable experience (years): 5 years as an Android Developer
Required nature of experience:
Hands on software developer having been responsible for the development and maintenance of 1 or more projects.
Skills and Knowledge (essential):
- Experience in native Android (Kotlin and Java) development specifically.
- Reactive programming
- Strong knowledge of Android development and its supporting systems
- Proficient in Kotlin (Minimum 2 years experience)
- Good development practices utilising modern design patterns using software architectures: MVP, MVVM, Clean Architecture
- A good understanding of storage mechanisms, threading, lifecycles
- Knowledge of common 3rd party frameworks/libraries available and integration experience
- Strong UI development experience and developing for dynamic screen support
- Experience with RESTful API integration
- Well versed in Git
- Solid understanding of the full mobile development life cycle within an Agile environment
- Atlassian JIRA software experience is beneficial
- Good understanding of Bluetooth on Android is beneficial
- Good understanding of RxAndroid, RxJava and RxKotlin is beneficial
Key Performance Areas, Weights And Objectives
Application planning and development
- Be involved in the planning, design and development of assigned applications.
- Research, consult analyse and evaluate application needs and designs.
- Write and maintain efficient, reusable and reliable code to meet system requirements, system designs and technical specifications in accordance with quality accredited standards.
- Work from wireframes and/or designs to develop high quality applications.
- Following best practice design and development methodologies in sustaining a high quality, clean, auditable and manageable applications.
- Ensure the best possible performance, quality, and responsiveness of applications.
- Identify issues, bugs, and bottlenecks and devise solutions to these problems.
- Identifying technology limitations and deficiencies in applications and associated processes, procedures and methods.
- Testing, debugging, diagnosing and correcting errors and faults in an applications within established testing protocols, guidelines and quality standards to ensure programs and applications perform to specification.
Project planning and capacity management
- Estimate accurate completion timelines for projects for use by the project lead in capacity planning.
- Provide input into the requirements documentation and assist in work breakdown to draft a proper timeline to plan the schedule and what is required.
- Manage time and tasks effectively in order to complete tasks in the correct order of priority.
- Manage time and tasks effectively in order to complete tasks on time.
- Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of mobile applications and the required back end system.
- Track tasks and timing on JIRA.
Contribution to team
- Participate in peer-reviews of solution designs and related code.
- Communicate and collaborate with current team to solve problems and discuss best programming practices.
- Contribute to team development efforts towards successful project delivery.
- Contribute innovative ideas to project and application plans and roll outs.
- Communicate effectively with team lead.
- Communicate effectively with team members and internal stakeholders, using communications channels appropriately.
- Take personal ownership for projects and products
Quality Management and Compliance
- Ensure continued improvement and upkeep on existing applications.
- Ensure compliance with QMS frameworks for CE certification.
- Ensure products are developed accurately (i.e. according to specifications and end user requirements).
- Ensure products are developed efficiently (i.e. according to best practice and on time).
- Ensure testing is completed according to specification.
- Manage release schedule and release notes for Android applications.
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Job Purpose
- Hearing Expert’s will provide high quality counselling and remote care to the Lexie customers in the United States. They will ensure that customers understand the effects of hearing loss, and counsel them through the options available to them in terms of hearing care. Once a customer of the Hearing Aid company, the customer will be assisted remotely via video and voice calls, emails and various live chat platforms, with the Junior Hearing Experts troubleshooting issues with hearing aids remotely, providing hearing aid retention through support calls to the customers and the onboarding new customers.
Education
Minimum Requirements:
- B. Communication Pathology in Audiology (essential)
- M. Communication Pathology in Audiology (desirable)
Experience
- 1 - 2 years experience as an Audiologist
- Sale and fitment of hearing aids
- Troubleshooting hearing aid-related issues
- Troubleshooting customer experience-related issues
- Basic fine-tuning of hearing aid settings
- Customer relations and relationship management
- Administration and customer record management
- Working within a digital environment
- Working in a call centre or in sales (advantageous)
- Ease of use with video calling (advantageous)
Skills And Knowledge
- Excellent English skills
- Excellent communication ability and oratorship
- Working with a customer management system
- Conflict management
Customer Support 60%
- Complete assigned CRM tasks for follow-up, support, and survey call to customers.
- Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Respond to customer queries and follow up with feedback.
- Interpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatization.
- Troubleshoot customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message
- Offer solutions to customers to improve hearing aid functionality and experience.
- Solve problems as effectively and efficiently as possible in the least amount of time.
- Offer quality information and comprehensive troubleshooting to customers to reduce call backs.
- Escalate and assign queries correctly and with discretion for efficient resolutions.
- Liaise with other Hearing Exerts to improve customer satisfaction.
- Make supervised adjustments to hearing devices, using remote support when advised by the Hearing Experts.
- Achieve set retention goals and onboarding targets.
- Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
- Provide feedback to the Product Development Audiologist on the performance of the devices, customer feedback and Hearing Hub performance as required by such audiologist.
Customer Experience 20%
- Ensure customers have a positive view of hearX and Lexie and the customer support team and processes.
- Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
- Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
- Liaise with Relationship Managers and Hearing Experts to improve customer satisfaction.
- Maintain customer support KPA’s at all times to ensure a high ‘customer effort score’ by going above and beyond for customers.
- Gather customer feedback via post-call reviews and the Lexie Rewards program.
- Actively communicate with other staff members to ensure best practice customer satisfaction.
- Reinforce information provided on a call with texts and/or emails.
Continuous Improvement 10%
- Liaise with the marketing team and maintain the list of FAQs and queries logged by customers; and the corresponding responses.
- Guide management on the needs and desires of our prospective and existing customers.
- Provide customer feedback on product or training information to management.
- Provide feedback to management and marketing on the support material available that could be helpful to customers and staff.
- Report any roadblocks and limitations to management.
- Actively participate in training activities and successfully complete training activities.
- Report to and work with other customer relationship managers in the Contact Centre to ensure customer satisfaction.
Quality & Compliance 10%
- Maintain absolute customer confidentiality and protection of personal information in accordance with procedure.
- Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
- Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution.
- Ensure other required documents, reports and email accounts are up to date and accurate
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Job purpose:
- Responsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected 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):
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:
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):
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%
- 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:
Communicates with B2B GM and B2B Back end Lead regarding understanding of systems, and strategy and then oversees the implementation. Communication with team members about expectations and solutions specifications, ensuring product quality by standardizing work procedures based on the company policies (and for hearX, establishing such policies).
This would include responsibilities such as developing, optimizing internal tools and flows, ensuring security and processes for development and cloud infrastructure with technical documentation and software development lifecycle flows.
Assists with process, structure, task management, and implementations.
Developing and maintaining software products and solutions offered by the company.
Minimum education (essential):
- Course or Certificate in Programming
Minimum education (desirable):
- Bachelor’s degree in Computer Science or Engineering (or similar)
Minimum applicable experience (years):
- 5 years working experience
Required nature of experience:
- Developing and maintaining multiple products simultaneously
Skills and Knowledge (essential):
- Golang & Typescript.
- Design and build data stores with complex relationships (relational or NoSQL).
- Built/Designed distributed systems, back-end APIs, or microservices and cloud infrastructure, best practices, and security.
- CS fundamentals in object-oriented design, data structures, algorithm design and complexity analysis
- Experience with continuous deployment technologies (CICD eg. Github actions).
Skills and Knowledge (desirable):
- Familiarity with (TDD) unit testing, performance, load, or end-to-end integration tests.
- Cloud infrastructure such as AWS and Azure.
- IAC, CDK, AWS Cloud formation, Terraform.
- Understand business processes and domains.
Essential Competencies:
- Examining Information
- Developing Expertise
- Making Decisions
- Showing Composure
- Embracing Change
- Meeting Timescales
- Upholding Standards
- Taking Action
Important Competencies:
- Providing Insights
- Interpreting Data
- Adopting Practical Approaches
- Exploring Possibilities
- Thinking Positively
- Conveying Self-Confidence
- Inviting Feedback
- Impressing People
- Convincing People
- Challenging Ideas
- Managing Tasks
- Following Procedures
Backend Development & Programming 50%
- Work with stakeholders to design and achieve appropriate, scalable technology solutions.
- Develop and implement project plans to develop software.
- Analyse systems for root cause, impact, workarounds, and permanent fixes.
- Communicate effectively and efficiently with the line manager on progress, priorities, and workload.
- Meet development timelines in projects and deliverables.
- Identify and mitigate risks, making appropriate mid-course corrections as required.
- Adhere to agreed-upon standards for code.
- Generate and maintain effective and efficient high-quality, reusable code.
- Use effective and efficient components & techniques to implement solutions.
- Ensure all work is versioned and backed up according to company standards.
- Meet set deliverable deadlines.
- Ensure system security and data safety and compliance with standards.
- Ensure all documentation is completed for projects/updates, that all code is commented on, and that QMS standards are followed in this regard.
- Create pipelines to optimize code deployments (CICD).
- Design and implement new databases.
- Plan and execute migrations between legacy and new databases/software.
Analysis and Planning 20%
- Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
- Define and communicate problem, goal and acceptance criteria.
- Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
- Conduct research on possible solutions and techniques.
- Prepare a work breakdown structure.
- Determine and account for dependencies among deliverables, products and systems.
- Accurately estimate duration of deliverables.
- Document analysis and planning process.
Testing and Implementation 10%
- Ensure that all work is tested, benchmarked and fulfills functional requirements submitting for approval, review or deployment.
- Prepare test environment, examples and instructions.
- Participate enthusiastically in peer code reviews.
- Deploy changes to live environment.
- Maintain system and product change logs and release notes according to company standards.
Database Administration 5%
- Engineer data structures.
- Ensure compliance to data security standards.
- Perform maintenance to ensure data integrity and efficiency.
- Deploy new structure and content.
- Restore data when required.
- Provide reports on database administration as required.
Reporting and Communication 10%
- Keep project documentation up to date and standard.
- Provide timeous, efficient and effective feedback on project status.
- Proactively keep stakeholders updated on progress, risks and problems.
- Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
- Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
- Provide insight and feedback on queries regarding relevant projects.
Compliance 5%
- Comply to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
- Safeguard confidential information and data.
- Maintain backups and backup systems.
QMS
- This role is required to drive compliance to the hearX Quality Management System in line with the Quality Objectives, Quality Manual, and all processes related to the design, development and implementation of software related to medical devices, in addition to:QMS: Information Technology
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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):
Minimum education (desirable):
Minimum applicable experience (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 improve the product range, UI/UX, corporate image and stationery and edit videos.
Minimum education (essential):
- Matric
- Diploma in Graphic Design, Digital Media or equivalent
Minimum education (desirable):
Degree in Graphic Design, Digital Media or equivalent
Minimum applicable experience (years):
5 years
Required nature of experience:
- Graphic Design with the following programs: Photoshop, Illustrator, InDesign, other vector based software (proof of projects will be required).
- Iconography, illustration and mobile app based design.
- Campaign and promotion design and layout.
- Corporate identity design and establishment.
- Print and digital marketing collateral design.
- Experience in the use of Sketch would be advantageous.
- Experience in UI/UX designs as well as mobile/tablet app design will be highly advantageous.
- 3D design and animation experience would be advantageous.
Skills and Knowledge (essential):
- Adobe Suite including Photoshop, Illustrator, InDesign, Premiere Pro, After Effects.
- Strong computer skills and excellent knowledge of Google Suite.
- Proficiency in Microsoft PowerPoint or other related software to design presentations.
Essential Competencies:
- Generating Ideas
- Showing Composure
- Inviting Feedback
- Team Working
- Meeting Timescales
- Checking Things
- Managing Tasks
- Producing Output
Important Competencies:
- Developing Expertise
- Adopting Practical Approaches
- Providing Insights
- Exploring Possibilities
- Convincing People
- Articulating Information
- Thinking Positively
- Embracing Change
- Valuing Individuals
- Following Procedures
- Upholding Standards
- Taking Action
Graphic Design 60%
- Act as brand custodian to ensure all material is aligned to CI and continuously provide constructive suggestions to improve.
- Contribute to design style, format, print production and timescales.
- Design content for social media, as well as other types of media for campaigns, proposals and pitches.
- Design traditional content such as brochures, flyers, business cards etc.
- Design professional presentations to be used for pitches and conferences.
- Design of internal material.
- Gather research and implement the latest design trends.
- Provide proactive feedback to the marketing team and relevant BA’s regarding status of products.
UI / UX Design 30%
- Plan, design and develop UX and UI.
- Improve and implement innovative ideas in terms of UX and UI.
- Design elements and iconography for app and website
- Design and correct any graphics on website and app UI’s.
Video Editing 5%
- Edit and compile videos from assets that are either created in Adobe Illustrator or Adobe After Effects.
- Edit and compile videos from existing footage or from stock footage.
- Edit and compile videos from footage received by external resources.
- Edit videos that can be used for Social Media as well as Digital Campaigns.
- Incorporate the various product brands’ respective look & feel.
- Invite and incorporate Brand Lead, Marketing Lead and Management feedback into the videos.
QMS 5%
- Ensure that QMS guidelines are adhered to.
- Ensure that all supporting documents are kept to date.
- Ensure that all processes are kept relevant.
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Job Purpose:
- To assist with 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):
Minimum education (desirable):
- A+ or equivalent technical qualification
- N+ or equivalent technical qualification
- MCSE, or similar
Minimum applicable experience (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:
- The Marketing Coordinator will assist with the execution of marketing campaigns, coordinate marketing activities, and support the overall marketing strategy to drive brand awareness and generate leads for the B2B division. This role is responsible for awards, social media management, newsletters, content creation and distribution as well as email drip campaigns.
Minimum education (essential):
- BCom Marketing Management or related Commerce degree
Minimum education (desirable):
Minimum applicable experience (years):
Required nature of experience:
- Marketing Coordination
- Digital Campaign Coordination
- Social Media Administration
- Coordination and tracking of marketing campaigns
- Paid digital campaign management and optimization (Google, Facebook LinkedIn)
- Event coordination
- SEO management
- Drip campaigns
- Copywriting (long and short form)
- Public Relations
- Working with marketing agencies
Skills and Knowledge (essential):
- Marketing campaign optimization
- Marketing reporting and interpretation
- Social Media (Facebook, LinkedIn, Instagram, Twitter, YouTube)
- Marketing research
- Excellent writing skills
- Proficient in Google Suite
- Newsletters, Blogs, Social Media
Essential Competencies:
- Examining Information
- Documenting Facts
- Developing Expertise
- Team Working
- Meeting Timescales
- Checking Things
- Managing Tasks
- Taking Action
Important Competencies:
- Interpreting Data
- Adopting Practical Approaches
- Providing Insights
- Generating Ideas
- Articulating Information
- Showing Composure
- Embracing Change
- Inviting Feedback
- understanding People
- Valuing Individuals
- Producing Output
- Seizing Opportunities
Marketing Coordination 55%
- Create content and ensure distribution on the relevant channels for:
- Newsletter
- Drip campaigns
- Website blog
- Marketing collateral
- Conduct research on and apply for relevant awards to increase brand credibility.
- Check app reviews on a weekly-basis and ensure prompt responses, escalate where required.
- Assist with website testing, reviewing and spot checks. checking the correct functioning of forms, buttons and links and review general layouts.
- Schedule relevant items into development for the website and collaborate with BAs to manage items.
- Create bi-monthly website performance reports.
- Assist with marketing related budgets, recons, reports or queries as and when required.
- Research potential events or exhibitions, and execute the planning and execution of events that have been approved by the B2B GM.
- Arrange any print media with external suppliers.
- Assist with the scheduling and planning of external outsourced resources such as; videographers and photographers.
- Collaborate with the design team to develop relevant marketing collateral.
- Support the sales team by providing marketing materials, presentations, and other collateral as needed.
- Maintain marketing databases, mailing lists, and customer records.
Digital Campaign Administration 35%
- Review and monitor digital marketing campaigns.
- Monitor budget and keyword changes.
- Assist with keyword research and ad planning.
- Assist with SEO optimization: page title & descriptions, image titles and descriptions.
- Assist with overall digital marketing administration.
- Assist with compiling campaign performance stats for weekly Sales & Marketing meeting.
Social Media Administration 5%
- Conduct social media planning for all relevant platforms, on a monthly basis, in advance.
- Research and identify opportunities to grow social media reach and following.
- Manage social media inbox and comments and ensure prompt responses, escalating where required.
- Compile Social Media reports on a monthly basis and provide inputs for improvement.
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 Marketing folders are kept up to date and that all files are saved in the relevant folders.
Method of Application
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