Client and Support Liaison

Work Location: 180 Garsfontein Road, Ashlea Gardens, Pretoria. (hybrid)

Remote working to be considered should a complete home office be applicable

• Working hours from EST time: 8am - 5pm (13h00-22h00 pm SAST)
• These working hours will change with daylight savings (in our summer months)

Job Purpose

Ensure first class client service and support levels within the B2B division. Offer first line product support to clients as appropriate to maintain high customer satisfaction and to ensure customer devices are operational.

Inbound and Pro Active Outbound Support

Education

Minimum Requirements:

• Matric (NQF Level 4)
• Customer Satisfaction Certificate (desirable)

Skills And Knowledge

• Manage difficult customers and resolve queries professionally
• Reporting
• CRM systems
• Time management
• Presentation skills
• Video calling
• Neutral English accent
• Excellent English writing skills

Experience

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
• Customer relations
• Telephonic software issue resolution and first line support
• Contact centre
• Technical support
• Administration
• Switchboard
• Working within a digital environment

Key Performance Areas, Weighs And Objectives

Inbound Client Support

• Troubleshoot, solve problems and offer first line support for end users to get the products and software working over both phone and email. This includes standard hearX product suite as well as retailer kiosks.
• Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
• Follow standard operating procedures for query resolution, maintain exceptional customer support. and ensure escalation procedures are followed diligently.
• Respond to queries and follow up with feedback to both the client and the relevant line manager/sales executive.
• Maintain the SLAs for client support in line with partnership agreements for various clients using the hearX products.
• Maintain client support KPAs at all times to ensure a high customer effort score by going above and beyond for customers.
• Complete assigned CRM tasks for support calls to clients.
• Maintain training guides and assist in drafting customer specific product documentation as and when required.

Relationship Management and Outbound Support

• Contact retailer stores proactively to ensure kiosks remain online.
• Contact retailer stores where kiosks are offline and troubleshoot with store personnel to get the kiosks online.
• Ensure clients have a positive view of hearX and the client support team and process.
• Provide insight of recurring customer complaints to the products team to ensure up to date feedback.
• Maintain the list of FAQs and queries logged by clients; and the corresponding responses.

Support Documentation and Communication

• Manage and maintain the ticketing system.
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
• Provide clients with relevant product or training information as required;
• Provide client feedback on such information to the relevant channels.
• Ensure other required documents, daily and monthly reports and incoming support email accounts are up to date and accurately maintained.
• Keep client interaction logs up to date.

Quality Management and Data Security

• Maintain absolute customer confidentiality and protection of personal information.
• Maintain client records in accordance with procedure.
• Manage escalation initiation in line with QMS process.
• Customer communication log.

This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employees performance will be reviewed based on the agreed upon objectives.