hearX
Job Details
Department
B2C
Minimum experience
Entry Level
Company primary industry
Medical Devices
Job functional area
Sales
Job Description
Working hours: Working hours Eastern Standard Time: 9am – 8pm (15:00 – 02:00)Working shifts, four shifts a week Monday to SundayThese working hours will change with daylight savings (in our summer months) to match the hours of 9am – 8pm Eastern Standard TimeJob 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):MatricMinimum education (desirable):Relevant certificatesMinimum applicable experience (years):1-3 yearsRequired nature of experience:Customer relationsTelephonic sales Call centre Technical supportAdministration Cold Calling Working within a digital environmentSkills and Knowledge (essential):CRM system experience Telephonic sales experience and high conversion ratesExcellent English skillsExcellent communication ability and oratorship Conflict management Salesforce experience Video calling experienceOther:Working hours from EST time: 9am – 8pmWorking 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 TimeEssential Competencies:Interacting with PeopleEstablishing RapportResolving ConflictThinking Positively Understanding PeopleFollowing ProceduresUpholding StandardsSeizing OpportunitiesImportant Competencies:Interpreting DataImpressing PeopleConvincing PeopleArticulating InformationEmpowering IndividualsConveying Self-ConfidenceShowing ComposureInviting Feedback Team WorkingValuing IndividualsMeeting TimescalesChecking ThingsSales 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 activitiesEnsure 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.This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employee’s performance will be reviewed based on the agreed upon objectives.
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