REQUIREMENTS

Minimum education (essential):

• B. Communication Pathology in Audiology

Minimum education (desirable):

• M. Communication Pathology in Audiology

Minimum applicable experience (years):

• 1-3 years

Required nature of experience:

• Sale and fitment of hearing aids
• Troubleshooting regarding hearing aid client experience
• Fine-tuning of hearing aid settings
• Customer relations and relationship management
• Technical support (hearing aids and apps connected to hearing aids)
• Administration and client record management
• Working within a digital environment

Skills and Knowledge

• Telephonic sales experience and high conversion rates
• Excellent English skills
• Conflict management
• Excellent communication ability and oratorship

The following experience would be advantageous:

• Working in a call centre or in sales
• CRM system (Salesforce in particular) experience
• Ease of use with video calling
• Cold Calling experience

KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES

Client Support and Relationship Management 50\%

• 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.
• Manage the ticketing system.
• Escalate queries with discretion.
• Respond to queries and follow up with feedback.
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
• Maintain a high ‘customer effort score’ by going above and beyond for customers.
• Complete assigned CRM tasks for follow-ups and support calls to clients.
• Conduct client check-in calls and follow-up surveys.
• Interpret client input and feedback into an improved service in terms of hearing aid settings.
• Make accurate adjustments to hearing devices, using remote support.

Communication Management 20\%

• Keep client interaction logs up to date on Salesforce.
• Report on campaigns (feedback to clients).
• Report to and work with other client relationship managers in the Contact Centre to ensure client satisfaction.
• Maintain the ticketing system.
• Ensure other required documents, reports and email accounts are up to date and accurate.

New Business Generation (sales) 20\%

• Assist clients with questions about hearing loss and hearing aid benefits.
• Handle escalated incoming calls regarding services and technologies offered.
• Generate and secure potential revenue by:
• Following up on incoming leads
• Cold calling new prospective clients;
• Following up on calls, messages and tasks.
• Following up on supplied leads.
• Achieve set revenue goals and targets.
• Upsell additional products to existing (and potential) clients.

Quality Management and Data Security 10\%

• Maintain absolute customer confidentiality and protection of personal information.
• Maintain client records in accordance with the procedure