Support Agent (inbound call centre)
hearX
Date: 2 days ago
City: Pretoria, Gauteng
Contract type: Full time

Working hours:
Minimum Requirements
Education
Matric (essential)
Customer Satisfaction Certificate (desirable)
Experience
2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
Required nature of experience
Other:
- 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
Minimum Requirements
Education
Matric (essential)
Customer Satisfaction Certificate (desirable)
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
- 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.
- 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.
- 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.
- 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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