Relationship Manager

4 months ago

Pretoria, South Africa hearX Full time

**Working hours**:

- 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

**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.
- Ensure a mínimal 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.

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