Relationship Manager at hearX Group

Job 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):

• Matric

Minimum education (desirable):

• Relevant certificates

Minimum applicable experience (years):

• 1-3 years

Required nature of experience:

• Customer relations
• Telephonic sales 
• Call centre 
• Technical support
• Administration 
• Cold Calling 
• Working within a digital environment

Skills and Knowledge (essential):

• CRM system experience 
• Telephonic sales experience and high conversion rates
• Excellent English skills
• Excellent communication ability and oratorship 
• Conflict management 
• Salesforce experience 
• Video calling experience

Other:

• Working hours from EST 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

Essential Competencies:

• Interacting with People
• Establishing Rapport
• Resolving Conflict
• Thinking Positively 
• Understanding People
• Following Procedures
• Upholding Standards
• Seizing Opportunities

Important Competencies:

• Interpreting Data
• Impressing People
• Convincing People
• Articulating Information
• Empowering Individuals
• Conveying Self-Confidence
• Showing Composure
• Inviting Feedback 
• Team Working
• Valuing Individuals
• Meeting Timescales
• Checking Things

Sales 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 activities
• Ensure 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.