Job Description

Calling all the Community Service Audiologist, looking for employment for 2025! Our Hearing Hub (Call Centre) is seeking Junior Lexie Experts (Audiologist) to join the team.Our Junior Lexie Experts provide high quality counselling and remote care to our customers in the US.Work location: 180 Garsfontein Road, Ashlea Gardens, PretoriaWorking hours:

• Working hours Eastern Standard Time: 9am - 8pm (15:00 - 02:00)

• 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

Job purpose:
Junior Lexie Experts will provide high quality support and remote care under the guidance of the Lexie Experts to a hearing programme being provisioned to service the market in the United States. Junior Lexie Experts assist customers remotely via video and voice calls, texts, emails and messenger services, with the Junior Lexie Expert troubleshooting issues with hearing aids, and making suggested changes and tweaks to the settings and functioning of the hearing aids for the customer. Junior Lexie Experts will provide hearing aid retention through support calls to existing customers and the onboarding of new customers.Minimum education (essential):
B. Communication Pathology in Audiology or Hearing Aid Acoustician FoundationMinimum education (desirable):
M.Communication Pathology in AudiologyMinimum applicable experience (years):
1 - 2 yearsRequired nature of experience:

• Fitment of hearing aids
• Troubleshooting hearing aid related issues
• Troubleshooting customer experience related issues
• Basic fine tuning of hearing aid settings
• Customer relations and relationship management
• Administration and customer record management
• Working within a digital environment

The following experience would be advantageous:

• Working in a call centre or in sales
• Ease of use with video calling

Skills and Knowledge:

• Excellent English skills with a neutral English accent
• Excellent communication ability and oratorship
• Working with a customer management system
• Conflict management

Customer Support 60%

• Complete assigned CRM tasks for follow-up, support, and survey call to customers.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Respond to customer queries and follow up with feedback.
• Interpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatization.
• Do firstline troubleshooting on customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message and escalate to Lexie Experts if no resolution can be reached.
• Offer solutions to customers to improve hearing aid functionality and experience.
• Solve problems as effectively and efficiently as possible in the least amount of time.
• Offer quality information and comprehensive troubleshooting to customers to reduce call backs.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Liaise with other Lexie Experts to improve customer satisfaction.
• Make supervised adjustments to hearing devices, using remote support when advised by the Lexie Experts.
• Achieve set retention goals and onboarding targets.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Provide feedback to the Support Supervisor(s) on the performance of the devices, customer feedback and Hearing Hub performance as required by the team.
• Assist customers with questions about the Lexie hearing aid benefits.
• Handle escalated incoming calls regarding services and technologies offered.
• Provide good quality information to customers to ensure that the products meet their needs to minimise returns.
• Upsell additional products to existing (and prospective) customers.
• Assist in achieving set revenue goals and targets.
• Follow up on calls, messages and tasks for nurturing leads.

Customer Experience 20%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes.
• Conduct 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 query.
• Liaise with Relationship Managers, Lexie Experts, Fulfillment and Debtors to improve customer satisfaction.
• Maintain customer support KPIs at all times to ensure a high 'customer effort score' by going above and beyond for customers.
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Reinforce information provided on a call with texts and/or emails.

Continuous Improvement 10%

• Liaise with the CIA to maintain the list of FAQs.
• Keep supervisor(s) informed about recurring queries logged by customers; and the corresponding responses.
• Guide management on the needs and desires of our prospective and existing customers.
• Provide customer feedback on product or training information to the CIA.
• Provide feedback to the CIA and Marketing on the support material available that could be helpful to customers and staff.
• Report any roadblocks and limitations for effective customer support to management.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training.
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with procedure.
• Keep 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 and efficient resolution.
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Positively adhere to all regulatory, policy and procedural requirements.

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.*Note - Lexie experts are not hired to practice as an independent audiologist however their expertise may be required to provide Lexie customers with hearing healthcare advice to allow the customer to make an informed decision when purchasing the desired products.If you do not hear from us within 30 days, please consider your application unsuccessful.

hearX Group