Job purpose:
our agents provide high quality first line support and remote care to a hearing care programme 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. 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 agents 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)
- Customer Satisfaction Certificate (desirable)
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
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Other:
- Working hours Eastern Standard 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
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.