Product Expert at hearX Group

Job purpose: 

• Product Experts provide high quality first line support and remote care to a hearing care program 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.
• Product Experts 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 Product Expert 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 (desirable) Satisfaction Certificate

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