Audiologist

Minimum Requirements: Matric (Grade 12) B. Communication Pathology in Audiology (essential) M. Communication Pathology in Audiology (desirable) 1 - 2 years experience as an Audiologist Sale and 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 Working in a call centre or in sales (advantageous) Responsibilities: 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 Troubleshoot customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message 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 hearing Exerts to improve customer satisfaction Make supervised adjustments to hearing devices, using remote support when advised by the hearing 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 Product Development Audiologist on the performance of the devices, customer feedback and hearing hub performance as required by such audiologist Ensure customers have a positive view of the Company and Lexie 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 and Hearing Experts to improve customer satisfaction Maintain customer support KPAs 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. Liaise with the marketing team and maintain the list of FAQs and 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…