Client and Sales Liaison

2 weeks ago

Pretoria, Gauteng, South Africa hearX Full time

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

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.


Minimum Requirements:

Education:

  • 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

Experience:

  • 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
  • Customer Service
  • Sales
  • Marketing
  • Administration

Other:

  • Fast learner
  • Able to grasp technological terms and devices
  • Able to grasp anatomical terms with regards to the ear and hearing health
  • May be required to be on call on Saturdays for emergency calls during South African retail hours.

Key Performance Areas, Weighs and Objectives:

Client Support and Relationship Management

  • 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 KPA's 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 the list of FAQs and queries logged by clients; and the corresponding responses.
  • Maintain training guides and assist in drafting customer specific product documentation as and when required.
  • Conduct scheduled surveys and follow ups with clients and ensure any underlying queries are solved.
  • Provide insight of recurring customer complaints to the products team to ensure up to date feedback.
  • Provide clients with relevant product or training information as required; and provide client feedback on such information to the relevant line manager.
  • Monitor after sales services and support.
  • Ensure appropriate handover to relevant stakeholders after successful sale.

Client Liaison

  • Develop an understanding of all customer requirements and communicate to the team.
  • Follow up on outstanding invoice payments.
  • Provide internal support for the sales team.
  • Manage online orders and allocate to the sales team.
  • Manage Agile Tickets from Sales Team point of view and assign tickets to relevant team members.
  • Assist with arranging international shipment and obtain shipment quotations for the Sales Team.
  • Assist with and answer client queries.

Sales Support Administration

  • Keep track of the sales team's communication with customers who require support and sales enquiries.
  • Report on Leads and Opportunities
  • Ensure that the B2B reporting sheet is aligned with Insightly.
  • Assist marketing with Insightly related support.
  • Maintain and update sales and customer records.
  • Compile monthly sales reports.
  • Direct feedback from customers to relevant departments.
  • Support the sales department with other administrative tasks, if requested.
  • Assist with the preparation of quotes and invoices on time and accurately.
  • Assist with the preparation of proposals and presentations on time and accurately.
  • Monitor the conversion process with adequate communication and feedback to potential clients.
  • Secure reliable business insights relevant to new business opportunities and provide feedback at weekly sales meetings.
  • Attend conferences and events to source new business.

Communication Management

  • Keep client interaction logs up to date on Google Sheets, Agile CRM or any other system or form as required.
  • Keep line manager and team members well informed.
  • Provide feedback on activities and progress on a daily basis
  • Provide input to planning meetings and/or team meetings

Project Support

  • Assist and support the relevant project manager.
  • Ensure that project deadlines are met.
  • Organise and attend meetings.
  • Provide ad hoc administrative support for projects
  • Liaise with clients to determine the project's objectives.
  • Participate in project design meetings and propose improvements if necessary.
  • Plan and coordinate team goals, project schedules and new information.
  • Ensure that workflow of projects are on track by monitoring team members' progress.

Quality Management and Data Security

  • Maintain absolute customer confidentiality and protection of personal information.
  • Follow the Corrective Action and Preventative Action processes in line with the ISO 13485 processes where applicable.
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