Product Expert

3 days ago


Pretoria, Gauteng, South Africa hearX Full time
About the Role

As a Product Expert at hearX Group, you will play a critical role in providing high-quality first line support and remote care to our customers. Your primary responsibility will be to assist customers with their queries, troubleshoot basic issues with hearing aids, and provide support for our mobile application.

Key Responsibilities
  • Answer inbound calls and assist customers as far as possible.
  • Maintain a high first contact resolution rate while ensuring excellent customer care.
  • Provide comprehensive troubleshooting and solve problems for customers via voice or video call, live chat, email, or text message.
  • Escalate and assign queries correctly and with discretion for efficient resolutions.
Requirements

To be successful in this role, you will need:

  • Matric qualification (essential)
  • 2 years of experience in Customer Support and Troubleshooting (or a similar field)
  • Excellent English skills (written and spoken)
  • Excellent communication ability and oratorship
  • Conflict management skills
Skills and Qualifications
  • CRM system experience
  • Telephonic sales and support skills
  • Excellent communication and problem-solving skills
  • Ability to work in a digital environment

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