Fresh Jobs at HearX Group

Job purpose:

In this role, you will be a member of a team of talented web developers, shaping the future of our multiple e-commerce websites, including Lexie Hearing. These websites showcase our over-the-counter hearing aid solutions and accessories, in collaboration with renowned partners such as Bose. Your journey will involve close collaboration with fellow web developers, product teams, designers, aiming to deliver cutting-edge features while upholding the highest standards of code quality, performance, and user experience. Within our dynamic and collaborative environment, you'll have the opportunity to work alongside experienced web developers who will value your mentorship and guidance.

As an experienced developer, you will contribute towards the team's processes, structure, and documentation and write high quality, maintainable, and performant code. If this opportunity resonates with your ambitions and passions, we encourage you to connect with us and be part of our journey.

Minimum Requirements

Education

• Bachelor's degree in Computer Science, Engineering or related field

Experience

• 5+ years working experience
• Proven professional experience as a React.js developer
• Strong proficiency in JavaScript, including ES6+ syntax
• Extensive experience with HTML5 and CSS3
• Experience with popular React.js workflows such as Redux, or Context API
• Knowledge of RESTful APIs and asynchronous request handling
• Experience with version control systems such as Git
• Excellent problem-solving and analytical skills
• Strong communication and teamwork skills
• Experience with testing frameworks such as Jest and Cypress is a plus
• Experience with server-side rendering (SSR) and Next.js is a plus

Skills and Knowledge

• Essential
• React
• HTML
• Javascript/Typescript
• CSS/SCSS
• REST APIs
• Git
• Have an excellent sense of design and attention to detail
• Desirable
• Next.js
• Tailwind CSS
• Storybook
• Jest
• CI/CD pipelines, Github actions preferable

Key Performance Areas, Weighs and Objectives
Analysis and Planning 15%

• Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
• Define and communicate a problem, goal and acceptance criteria.
• Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
• Work with stakeholders to achieve appropriate solutions.
• Conduct research on possible solutions and techniques.
• Analyse system issues for root cause, impact, workarounds and permanent fixes.
• Determine and account for dependencies among deliverables, products and systems.
• Identify and mitigate risks.
• Document analysis and planning processes.
• Communicate effectively with the line manager on progress, priorities and workload.
• Estimate accurate completion timelines for projects for use by the project lead in capacity planning.
• Manage time and tasks effectively in order to complete tasks in the correct order of priority and on time.
• Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of web applications and the required back end system.
• Track tasks and timing on JIRA.

Programming 50%

• Follow project plan to develop software.
• Meet deadlines and timelines as determined in the planning phase.
• Adhere to agreed upon standards for code, as set and determined by the Front End Development Lead.
• Generate and maintain effective and efficient high quality code.
• Use effective and efficient components & techniques to implement solutions.
• Ensure all work is versioned and backed up according to company standards.
• Take ownership for work, tasks and communication.

Testing and Implementation 20%

• Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
• Prepare test environment, examples and instructions.
• Participate enthusiastically in peer code reviews.
• Deploy changes to live environment.
• Maintain system and product change logs and release notes according to company standards.

Reporting and Communication 15%

• Keep project documentation up to date and standard.
• Provide timeous, efficient and effective feedback on project status.
• Proactively keep stakeholders updated on progress, risks and problems.
• Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
• Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
• Provide insight and feedback on queries regarding relevant projects.

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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)
•  (desirable)Customer 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

Other:

• Working hours Eastern Standard 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:

• Establishing Rapport
• Interacting with People
• Valuing Individuals
• Understanding People
• Convincing People
• Articulating Information 
• Showing Composure 
• Resolving Conflict 
• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures

Important Competencies:

• Upholding Standards
• Generating Ideas
• Inviting Feedback 
• Making Decisions
• Thinking Positively 
• Managing Tasks
• Taking Action 
• Seizing Opportunities

Customer  Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.

Customer Experience 30%

• 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 Lexie Experts 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.
• 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.

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• 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 regulations and 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.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Job purpose: 

Develop and maintain our innovative hearing health platforms on the Android platform, ensuring code is generated that is to specification, neat, accurate and scalable. Work will mainly focus on maintaining and upgrading our hearing aid solutions platform (Lexie Hearing), as well as providing guidance from an Android best practice perspective for products in the rest of the company. Work might also include mentoring other Android developers.

Requirements

Minimum education (essential): National Senior Certificate

Minimum education (desirable): Diploma and/or degree in IT / Engineering / Programming

Minimum applicable experience (years): 5 years as an Android Developer

Required nature of experience: 

• Hands on software developer having been responsible for the development and maintenance of 1 or more projects.

Skills and Knowledge (essential):

• Experience in native Android (Kotlin and Java) development specifically.
• Reactive programming
• Strong knowledge of Android development and its supporting systems
• Proficient in Kotlin (Minimum 2 years experience)
• Good development practices utilising modern design patterns using software architectures: MVP, MVVM, Clean Architecture 
• A good understanding of storage mechanisms, threading, lifecycles
• Knowledge of common 3rd party frameworks/libraries available and integration experience
• Strong UI development experience and developing for dynamic screen support
• Experience with RESTful API integration
• Well versed in Git
• Solid understanding of the full mobile development life cycle within an Agile environment
• Atlassian JIRA software experience is beneficial
• Good understanding of Bluetooth on Android is beneficial
• Good understanding of RxAndroid, RxJava and RxKotlin is beneficial

Key Performance Areas, Weights And Objectives
Application planning and development

• Be involved in the planning, design and development of assigned applications.
• Research, consult analyse and evaluate application needs and designs.
• Write and maintain efficient, reusable and reliable code to meet system requirements, system designs and technical specifications in accordance with quality accredited standards.
• Work from wireframes and/or designs to develop high quality applications.
• Following best practice design and development methodologies in sustaining a high quality, clean, auditable and manageable applications.
• Ensure the best possible performance, quality, and responsiveness of applications.
• Identify issues, bugs, and bottlenecks and devise solutions to these problems.
• Identifying technology limitations and deficiencies in applications and associated processes, procedures and methods.
• Testing, debugging, diagnosing and correcting errors and faults in an applications within established testing protocols, guidelines and quality standards to ensure programs and applications perform to specification.

Project planning and capacity management

• Estimate accurate completion timelines for projects for use by the project lead in capacity planning. 
• Provide input into the requirements documentation and assist in work breakdown to draft a proper timeline to plan the schedule and what is required. 
• Manage time and tasks effectively in order to complete tasks in the correct order of priority.
• Manage time and tasks effectively in order to complete tasks on time. 
• Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of mobile applications and the required back end system.
• Track tasks and timing on JIRA.

Contribution to team

• Participate in peer-reviews of solution designs and related code. 
• Communicate and collaborate with current team to solve problems and discuss best programming practices. 
• Contribute to team development efforts towards successful project delivery.
• Contribute innovative ideas to project and application plans and roll outs.
• Communicate effectively with team lead.
• Communicate effectively with team members and internal stakeholders, using communications channels appropriately.
• Take personal ownership for projects and products

Quality Management and Compliance

• Ensure continued improvement and upkeep on existing applications. 
• Ensure compliance with QMS frameworks for CE certification.
• Ensure products are developed accurately (i.e. according to specifications and end user requirements).
• Ensure products are developed efficiently (i.e. according to best practice and on time).
• Ensure testing is completed according to specification.
• Manage release schedule and release notes for Android applications.

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Job purpose:

• Responsible for assisting the Hearing Hub Manager to ensure  the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.

Minimum education (essential):

• Matric

Minimum education (desirable):

• Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):

• 5+ years in Contact Centre's
• 3+ years in Contact Centre Management / Supervision

Required nature of experience:

• Team management / supervision
• Enforcing OP’s and Company Policies 
• B2C / DTC sales
• Customer relations
• Telephonic sales 
• E-commerce platforms
• Technical support
• Sales and reporting  
• Working within a digital environment
• Working across different time zones with different countries

Skills and Knowledge (essential):

• CRM system experience (i.e. Salesforce)
• E-commerce platforms (Big commerce, Shopify)
• Excellent English skills with neutral tonality
• Conversion rates and sales funnels 
• Conflict management 
• Monitoring and measuring of performance metrics 
• Google Suite
• Performance and probation management
• Relevant Labor legislation

Other:

• Working hours from EST time: 9am - 8pm
• Working shifts, four shifts a week 
• Monday to Sundays

Essential Competencies:

• Examining Information
• Adopting Practical Approaches
• Providing Insights
• Establishing Rapport
• Making Decisions
• Directing People
• Understanding People
• Taking Action

Important Competencies:

• Interpreting Data
• Interacting with People
• Convincing People
• Articulating Information
• Empowering Individuals
• Showing Composure
• Resolving Conflict
• Thinking Positively
• Meeting Timescales
• Checking Things
• Upholding Standards
• Seizing Opportunities

Planning & Reporting 15%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret sales reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintaining team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of Relationship Managers.
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
• Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
• Manage Salesforce CRM and the assignment of tasks, leads and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Sales 20%

• Ensure team meets sales targets and KPI’s.
• Monitor lead assignment and ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Maintain a high sales conversion rate.
• Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.

Customer Support 10%

• Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary. 
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency.  
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure agents transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.

Customer Experience 15%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
• Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Provide continuous input on improvement of the hearing hub procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant are continuously improved.
• Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Ensure agents 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. 
• Monitor and enforce correct use of internal systems.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
• 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.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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Remote Working:

• 2 days work-from-home in line with Company Policy (only applicable after probation is successfully passed)

Job Purpose:

• Develop and coordinate full funnel customer journeys strategies and manage the implementation thereof on the relevant platforms. Monitor and optimize journeys to achieve set KPI targets.
• Actively support management to build out CRM strategies guided by market and competitor insights and historic performance. Assist with general marketing administrative tasks and continually strive to optimize processes to work more seamlessly.

Minimum education (essential):

• Diploma (Communications / Marketing)

Minimum education (desirable):

• Degree (Communications / Marketing)

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Business to Consumer marketing.
• Experience in international markets.
• Experience with customer journey strategy development, reporting and implementation with a focus on emails.

Skills and Knowledge (essential):

• Customer journey strategy development
• Customer journey implementation, testing and reporting
• Data analysis 
• Customer journey insight generation and optimizations
• GA4 (Google Analytics 4)
• Marketing Cloud (Salesforce marketing tool)
• MailChimp
• Competitor analysis
• Proficient in Google Suite
• Copywriting
• Content creation 
• Campaign management 
• Optimizing lead conversion

Essential Competencies:

• Embracing Change
• Checking Things
• Documenting Facts
• Producing Output 
• Meeting Timescales
• Managing Tasks
• Taking Action
• Interpreting Data

Important Competencies:

• Developing Expertise
• Challenging Ideas
• Generating Ideas
• Inviting Feedback
• Adopting Practical Approaches
• Upholding Standards
• Pursuing Goals
• Showing Composure
• Examining Information
• Team Working
• Following Procedures
• Thinking Positively

Customer Journey Management 20%

• Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
• Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
• Customize and configure CRM marketing systems to meet the organization's specific needs.
• Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
• Set Email Marketing benchmarks and targets.
• Cross functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative and technical teams.
• Schedule promotional and ad hoc tactics across platforms.
• Ensure data accuracy, integrity, and security within the CRM platform.
• Format emails according to required standards, ensure high quality of emails and follow the appropriate approval process.

Strategic management and support 25%

• Provide support in terms of insight generation from the market, competitors and performance to assist with strategic direction.
• Assisting to create systems and structures to support the broader business.
• Consistently explore new opportunities to remain relevant and ahead of our competitors.
• Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
• Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content. 
• Identify and implement initiatives to acquire new customers and retain existing ones.
• Collaborate with marketing teams to create personalized and targeted campaigns.
• Development and coordinate an end-to-end, full funnel customer journey strategy for healthcare,  direct-to-consumer and retail channels.

Data Tracking & Reporting 20%

• Utilize analytics tools to generate insights and reports on customer behavior and engagement.
• Provide regular reporting on the performance of  email campaigns and customer journeys.
• Provide insights and key learnings gained from the report.
• Provide clear next steps to ensure the optimal performance of these journeys. 
• Analyze customer data to identify trends, preferences, and opportunities for improvement.
• Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.

Continuous Improvement 25%

• Stay informed about industry trends and best practices in CRM.
• Identify opportunities for process improvement and optimization of CRM systems.
• Continuous AB testing and optimizations of journeys to deliver a high- performing and high-converting lead and customer nurture stream.
• Ensure content is updated according to the latest assets.
• Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.

Marketing Administration 5%

• Assist with overall digital marketing administration including finance requirements.
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
• Assist with the management of the CRM accounts and marketing tools related to CRM. 
• Assist broader marketing team with general administrative tasks.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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Remote Working:

• 2 days work-from-home in line with Company Policy (only applicable after probation is successfully passed)

Job Purpose:

• Developing and maintaining software products and solutions offered by the company.

Minimum education (essential):

• Course or Certificate in Programming

Minimum education (desirable):

• Bachelor’s degree in Computer Science or Engineering (or similar)

Minimum applicable experience (years):

• 5 years working experience

Required nature of experience:

• Software development

Skills and Knowledge (essential):

• API's

• • HTTP
  • Microservices
  • CORS
  • Authentication
  • Logging
  • RESTful

• Databases

• • Analyzing query performance
  • Writing queries
  • Designing db schemas
  • Creating indexes
  • SQL

• Development

• • Multiprocessing (threading/synchronization/locks)
  • Git
  • Programming
  • CI/CD
  • Docker
  • Golang
  • Queues

• Debugging

• • Debug across multiple interconnected systems
  • Distributed tracing
  • Debug using application logs
  • Web browser console
  • Postman

• Testing

• • Performance Testing
  • Mocking
  • Integration Testing
  • Unit testing

• Cloud

• • Lambda
  • CloudFront
  • ECS
  • Backups
  • EC2
  • S3
  • AWS/ Azure

• Networking

• • DNS
  • Networking - IPs, ports, subnets

• Other

• • Experience with JavaScript / TypeScript
  • HTML

Skills and Knowledge (desirable):

• Databases

• • NoSQL

Essential Competencies:

• Examining Information 
• Developing Expertise
• Making Decisions
• Showing Composure
• Embracing Change
• Meeting Timescales 
• Upholding Standards
• Taking Action

Important Competencies:

• Providing Insights 
• Interpreting Data
• Adopting Practical Approaches
• Exploring Possibilities 
• Thinking Positively 
• Conveying Self-Confidence 
• Inviting Feedback 
• Impressing People 
• Convincing People
• Challenging Ideas
• Managing Tasks 
• Following Procedures

Analysis and Planning 30%

• Lead the application lifecycle (planning, design, development, deployment, ongoing maintenance), creating user stories and estimates, collaborating with cross-functional teams.
• Continuously research, evaluate, and integrate new technologies to optimize development efficiency and application performance.
• Plan and design well-structured, reusable application architecture.
• Introduce and implement best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing accurate estimates, contributing to requirement documentation, and assisting in work breakdown structures for the team.
• Lead the collection and documentation of user requirements, user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritize, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with cross-functional teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate cross-functional and user facing risks, adapting as needed.
• Track task and project progress within JIRA.

Development and Testing 40%

• Lead and participate in software development adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain comprehensive testing environments with clear examples and instructions.
• Conduct initial testing and assist in developing testing plans to ensure applications meet specifications.
• Implement and maintain automated tests and component libraries and contribute to team best practices.
• Analyze systems to identify root causes of issues across systems, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested, performance benchmarked, and functionally-compliant work, ensuring readiness for deployment.
• Deploy changes to the production environment following established procedures and supervise more junior team members.
• Oversee, implement and maintain all DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Take ownership of maintaining up to date and accurate code and system level documentation .
• Collaborate with members of other teams to ensure timely integration between systems.

Reporting and Communication 10%

• Provide clear, timely, and insightful updates on project status, progress, risks, and potential problems to the line manager and stakeholders.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer expert insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribute to the team 10%

• Take ownership of projects and products, driving successful completion.
• Actively participate in peer code reviews, provide constructive feedback, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team, and interface with other teams, to solve problems and ensure successful project and product delivery.
• Lead and mentor the development team, fostering a collaborative, innovative, and growth-oriented environment through coaching, code reviews, knowledge sharing, and promoting best practices.
• Identify opportunities for team growth and encourage skill development.
• Contribute to the recruitment process by providing technical expertise.

Quality Management and Compliance 5%

• Lead the development of high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device- and other software.
• Ensure all testing adheres to defined specifications and contributes to continuous improvement of existing applications.
• Lead efforts to safeguard information and data in accordance with company policies.
• Keep all supporting documents up to date.
• Assist the team lead in keeping processes relevant and up to date.

Infrastructure & Database Administration 5%

• Design and implement new database structures and content, ensuring optimal performance and scalability.
• Lead the maintenance of database integrity and efficiency through ongoing optimisation strategies.
• Lead data restoration efforts when required, minimizing downtime and data loss.
• Perform advanced and higher risk DevOps and Infrastructure as Code changes responsibly when the need arises.

go to method of application »

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.

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Remote Working:

• 2 days work-from-home in line with Company Policy (only applicable after probation is successfully passed)

Job Purpose:

• The Marketing Coordinator will assist with the execution of marketing campaigns, coordinate marketing activities, and support the overall marketing strategy to drive brand awareness and generate leads for the B2B division. This role is responsible for awards, social media management, newsletters, content creation and distribution as well as email drip campaigns.

Minimum education (essential):

• BCom Marketing Management or related Commerce degree

Minimum education (desirable):

• Postgraduate

Minimum applicable experience (years):

• 2 - 5 years

Required nature of experience:

• Marketing Coordination
• Digital Campaign Coordination
• Social Media Administration 
• Coordination and tracking of marketing campaigns
• Paid digital campaign management and optimization (Google, Facebook LinkedIn)
• Event coordination
• SEO management 
• Drip campaigns
• Copywriting (long and short form)
• Public Relations
• Working with marketing agencies

Skills and Knowledge (essential):

• Marketing campaign optimization 
• Marketing reporting and interpretation
• Social Media (Facebook, LinkedIn, Instagram, Twitter, YouTube)
• Marketing research
• Excellent writing skills 
• Proficient in Google Suite
• Newsletters, Blogs, Social Media

Essential Competencies:

• Examining Information 
• Documenting Facts 
• Developing Expertise
• Team Working 
• Meeting Timescales  
• Checking Things 
• Managing Tasks 
• Taking Action

Important Competencies:

• Interpreting Data
• Adopting Practical Approaches
• Providing Insights 
• Generating Ideas 
• Articulating Information 
• Showing Composure 
• Embracing Change 
• Inviting Feedback 
• understanding People 
• Valuing Individuals 
• Producing Output 
• Seizing Opportunities

Marketing Coordination 55%

• Create content and ensure distribution on the relevant channels for:
  • Newsletter
  • Drip campaigns
  • Website blog
  • Marketing collateral 
• Conduct research on and apply for relevant awards to increase brand credibility.
• Check app reviews on a weekly-basis and ensure prompt responses, escalate where required.
• Assist with website testing, reviewing and spot checks. checking the correct functioning of forms, buttons and links and review general layouts.
• Schedule relevant items into development for the website and collaborate with BAs to manage items.
• Create bi-monthly website performance reports.
• Assist with marketing related budgets, recons, reports or queries as and when required.  
• Research potential events or exhibitions, and execute  the planning and execution of events that have been approved by the B2B GM.
• Arrange any print media with external suppliers.
• Assist with the scheduling and planning of external outsourced resources such as; videographers and photographers.
• Collaborate with the design team to develop relevant marketing collateral. 
• Support the sales team by providing marketing materials, presentations, and other collateral as needed.
• Maintain marketing databases, mailing lists, and customer records.

Digital Campaign Administration 35%

• Review and monitor digital marketing campaigns. 
• Monitor budget and keyword changes. 
• Assist with keyword research and ad planning. 
• Assist with SEO optimization: page title & descriptions, image titles and descriptions. 
• Assist with overall digital marketing administration.
• Assist with compiling campaign performance stats for weekly Sales & Marketing meeting.

Social Media Administration 5%

• Conduct social media planning for all relevant platforms, on a monthly basis,  in advance.
• Research and identify opportunities to grow social media reach and following. 
• Manage social media inbox and comments and ensure prompt responses, escalating where required. 
• Compile Social Media reports on a monthly basis and provide inputs for improvement.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant. 
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.

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Remote Working:

• 2 days work-from-home in line with Company Policy (only applicable after probation is successfully passed)

Job Purpose:

• Responsible for assisting the marketing team with administration for B2C to work towards the common goal of the Marketing Department to assist and support the revenue goals of the B2C division, with a special focus on ensuring success with key partners and retailers.

Minimum education (essential):

• BCom Marketing Management or related Commerce degree

Minimum education (desirable):

• Postgraduate

Minimum applicable experience (years):

• 2 years

Required nature of experience:

• Marketing Administration

Skills and Knowledge (essential):

• Proficient in Microsoft Suite or Google Suite
• Marketing research
• Understanding of WordPress
• Excellent writing skills 
• Excellent organisational and planning skills
• Building rapport and relationships with key partners, suppliers and retailers.

Essential Competencies:

• Documenting Facts
• Developing Expertise 
• Embracing Change
• Meeting Timescales
• Checking Things
• Managing Tasks 
• Producing Outputs
• Taking Action

Important Competencies:

• Examining Information
• Interpreting Data 
• Adopting Practical Approaches
• Generating Ideas 
• Showing Composure
• Thinking Positively
• Team Working 
• Following Procedures
• Upholding Standards 
• Pursuing Goals

B2C Marketing Coordination 35%

• Assist the Finance Department with all B2C Marketing payments-related requests
• Assist with budget recons where required
• Get approval from the relevant line manager for marketing expenses as they occur and report on this to the line manager, ensuring spend is  in line with budget line items
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders
• Assist with event planning (including conferences, awards, shoots and other events) where such events are approved in the strategy
• Assist Marketing team with general administrative tasks
• Conduct research on and assist with implementation of marketing tasks
• Assist VOC function by ensuring review collection software is in working order and take ownership for managing software for any tactics or changes requested
• Make arrangements for products to be shipped to publishers, reviewers where necessary
• Assist with retailer requirements for either online or in-store marketing initiatives
• Assist with the updating and management of our brand accreditations
• Take responsibility for the annual awards, conference attending or speaker opportunities calendar. Apply for these opportunities and submit applications once approval has been received
• Assist with cross-functional marketing projects by creating and compiling Monday.com boards, scheduling check ins, allocating tasks, and sending updates and reminders to team members

Affiliate Marketing 25%

• Focus on recruiting suitable affiliates for our programs to diversify our affiliate type. Keep track of growth trough including new recruits in monthly affiliate report
• Record keeping of affiliate sales and returns
• Have a comprehensive understanding of the systems and software used for the affiliate program
• Assist with the updating of coupons and other marketing material on affiliate platform
• Assist with sending of mailers to affiliates through the affiliate platform
• Assist with execution of affiliate strategy and driving of revenue targets and outcomes
• Evaluate affiliate applications and verifying affiliates before accepting them into the program
• Provide effective support to affiliates
• Assist with the compilation of affiliate reports
• Check and report on affiliate keyword violations

Retail partnerships 35%

• Have a comprehensive understanding for systems and software used for retailer rich content enhancement
• Coordinate with retail partners, key account managers and management to understand and execute retailer in-store display requirements
• Debrief copy and design teams on display requirements and get approval from management
• Continuously keep teams up to date on display progress
• Provide support to all retailer partners when required
• Assist with Syndigo software updates when required for retailer online listings
• Analyze data and compile monthly reports on retail rich content to show time on page, engagement rates, conversions, etc.
• Interpret data to outline valuable insights and make recommendations where applicable

QMS 5%

• Ensure that QMS guidelines are adhered to
• Ensure that all supporting documents and records are kept to date
• Ensure that all processes are kept relevant

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Job Purpose:

• To ensure the seamless operation, security, and efficiency of our organization's IT infrastructure. This includes managing and supporting various operating systems, network protocols, cloud services, and security measures. The role requires a versatile individual capable of performing system and network administration, cloud access management, IT security, and end-user support. The candidate will also be responsible for automating tasks using scripting languages, managing both wired and wireless networks, providing remote desktop support, and troubleshooting hardware and software issues to ensure optimal performance across the organization's technology landscape.

Minimum education (essential):

• Bachelor’s Degree in Computer Science, Information Systems or equivalent

Minimum education (desirable):

• Microsoft 365 Certified: Administrator Expert
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft Certified: Identity and Access Administrator Associate
  • Microsoft Certified: Information Protection and Compliance Administrator Associate 
• Salesforce Certified Administrator
• Professional Google Workspace Administrator
• CompTIA Network+
• CompTIA Security+
• CompTIA Cloud+

Minimum applicable experience (years):

• 3 - 5 years relevant experience

Required nature of experience:

• Microsoft Entra ID management of users, groups, and roles
• Microsoft Entra ID conditional access policies and Identity Protection
• Microsoft 365 monitoring of security related logs and alerts, on endpoints and identities
• On-premises Active Directory Domain Services (AD DS) design, deployment, and management
• On-premises Active Directory Certificate Services (AD CS) configuration and management
• On-premises endpoint management and configuration using Group Policy 
• Cloud-based endpoint management and configuration of Windows and Mac endpoints, using  tools such as Microsoft Intune
• Salesforce CRM administration and management, including user management and security settings
• Google Workspace administration and configuration
• Google Workspace secure configurations
• Networking design, configuration and management (physical and logical), including routers, switches and firewalls
• Network monitoring and troubleshooting
• ITIL processes such as Incident Management, Change Management, and Service Desk operations
• Scripting languages such as PowerShell, Python, or Bash 
• Automation configuration management, using tools such as Ansible, Puppet, or Chef

Skills and Knowledge (essential):

• Two or more of the following
  • Microsoft Entra ID
  • Microsoft 365
  • Google Workspace
  • Salesforce

• On-Premises Active Directory
• Microsoft Windows
• Mac OS
• Strong understanding of networking:
  • Protocols
  • Physical network components and how to construct a physical network 
  • Logical network components and how to construct a logical network

• ITIL Framework

Skills and Knowledge (desirable):

• Microsoft Intune
• Microsoft Defender for Endpoint
• Microsoft Sentinel
• Microsoft Azure
• AWS
• Linux OS
• Sophos firewall
• VoIP Systems
• CCTV Systems

Essential Competencies:

• Examining Information
• Adopting Practical Approaches
• Providing Insights
• Meeting Timescales 
• Managing Tasks
• Producing Output
• Upholding Standards 
• Taking Action

Important Competencies:

• Documenting Facts
• Interpreting Data
• Exploring Possibilities 
• Developing Expertise 
• Convincing People
• Making Decisions
• Showing Composure
• Embracing Change
• Inviting Feedback
• Team Working
• Checking Things
• Following Procedures

System Administration (Including Identity and Access Management) 35%

• Centrally manage user access and permissions through single sign on (SSO): create, manage, and delete user accounts and groups, across all systems hearX systems following the security principle of least privilege
• Implement and enforce secure user access controls and security policies
• Develop and maintain scripts for automating routine tasks and system maintenance
• Stay updated with the latest industry trends, technologies, and best practices

System and Network Operations 30%

• Ensure the efficient and effective operation of internal networks, specifically the HH call center and all related components
  • Recommend and plan required improvements
  • Ensure internet speeds are sufficient and stable
  • Ensure regular  maintenance, redundancy and recommend and perform upgrades when required
• Monitor system performance and availability, using tools to track and analyze system metrics
• Implement automation tools to streamline IT operations
• Handle escalated technical support requests from the existing support team
• Promptly address any technical issues in emergency or critical situations
• Monitor compliance with IT processes and rules
• Plan and undertake scheduled maintenance and keep maintenance records

Endpoint Management 20%

• Troubleshoot software issues and provide support to end-users
• Ensure IT systems comply with industry standards and regulatory requirements, such as HIPAA, GDPR and SOC 2
• Act on IT support tickets and requests from employees, if escalated or if there are capacity constraints
• Enforce and monitor HIPAA and GDPR compliance on desktops

Leadership, Collaboration and Mentoring 10%

• Provide technical support and guidance to end-users and other IT staff
• Work closely with other IT team members, developers, and stakeholders to ensure seamless IT service delivery
• Participate in IT projects, including planning, execution, and post-implementation support
• Research and recommend emerging technologies that support the company’s growth strategy
• Adapt communication style to suit different audiences, ensuring effective verbal and written communication
• Handle complex technical assignments independently, ensuring high-quality work and clear communication

QMS 5%

• Create and maintain detailed documentation, workflows, and supporting materials for systems topology, support, and administrative actions
• Ensure that QMS guidelines are adhered to
• Ensure that all supporting documents are kept to date
• Ensure that all processes are kept relevant
• Ensure that all Cyber Security related processes are adhered to