Job Description

Minimum Requirements:

• Matric (Grade 12)
• B. Communication Pathology in Audiology (essential)
• M. Communication Pathology in Audiology (desirable)
• 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)

Responsibilities:

• 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
• Ensure customers have a positive view of the Company 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 KPAs 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.
• 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
  
• 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 band efficient resolution
• Ensure other required documents, reports and email accounts are up to date and accurate