HEARING EXPERT
INTRODUCTION

A company situated in Pretoria is seeking a Hearing Expert with 1-3 years of experience to join
their team.

JOB PURPOSE
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

Other:
● Working hours from 15:00 - 02:00
● Working shifts, four days per week
● Monday to Friday

COMPETENCIES
Essential Competencies:
● Examining Information
● Articulating Information
● Making Decisions
● Resolving Conflict
● Thinking Positively
● Inviting Feedback
● Understanding People
● Valuing Individuals

Important Competencies:
● Developing Expertise
● Adopting Practical Approaches
● Interacting with People
● Establishing Rapport
● Convincing People
● Showing Composure
● Checking Things
● Following Procedures
● Managing Tasks
● Upholding Standards
● Taking Action
● Seizing Opportunities

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

SALARY:
Market-related