B. Communication Pathology in Audiology (essential)M. Communication Pathology in Audiology (desirable)1 - 2 years experience as an AudiologistSale and fitment of hearing aidsTroubleshooting hearing aid-related issuesTroubleshooting customer experience-related issuesBasic fine-tuning of hearing aid settingsCustomer relations and relationship managementAdministration and customer record managementWorking within a digital environmentWorking in a call centre or in sales (advantageous)Responsibilities:Complete assigned CRM tasks for follow-up, support, and survey call to customersObtain and note quality information from the customers to allow for effective management of the relevant escalationRespond to customer queries and follow up with feedbackInterpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatizationTroubleshoot customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text messageOffer solutions to customers to improve hearing aid functionality and experienceSolve problems as effectively and efficiently as possible in the least amount of timeOffer quality information and comprehensive troubleshooting to customers to reduce call backsEscalate and assign queries correctly and with discretion for efficient resolutionsLiaise with other hearing Exerts to improve customer satisfactionMake supervised adjustments to hearing devices, using remote support when advised by the hearing expertsAchieve set retention goals and onboarding targetsEnsure 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 hubperformance as required by such audiologistEnsure customers have a positive view of the Companyand Lexie and the customer support team and processesConduct 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 queryLiaise with Relationship Managers and Hearing Experts to improve customer satisfactionMaintain customer support KPAs at all times to ensure a high customer effort score by going above and beyond for customersGather customer feedback via post-call reviews and the Lexie Rewards programActively communicate with other staff members to ensure best practice customer satisfactionReinforce 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 responsesGuide management on the needs and desires of our prospective and existing customersProvide customer feedback on product or training information to managementProvide feedback to management and marketing on the support material available that could be helpful to customers and staffReport any roadblocks and limitations to managementActively participate in training activities and successfully complete training activitiesReport to and work with other customer relationship managers in the Contact Centre to ensure customer satisfactionMaintain absolute customer confidentiality and protection of personal information in accordance with procedureKeep 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 resolutionEnsure other required documents, reports and email accounts are up to date and accurate
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