Product and Customer Support Consultant

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General Details
Advertised By:Agency
Job Type:Full-Time
Valid Until:2022-02-01
Description

PRODUCT AND SUPPORT EXPERT

INTRODUCTION

A medical software and technology company situated in Pretoria East is seeking to employ a Product and Support Expert with at least 2 years’ experience within a similar role to join their team.

 

JOB PURPOSE

  • Product Experts provide high quality first line support and remote care to hearX USA
  • They maintain high customer satisfaction and ensure customers are assisted remotely via video calls, voice calls, emails and text messages.
  • Product Experts ensure that prospective customer callers are assisted with the information they require/desire and process the sales on the new customer’s behalf.
  • They also ensure that customer’s devices are operational and that the customers understand how to use and maintain their hearing aids.

 

REQUIREMENTS

Minimum education (essential):

  • Matric

Minimum education (desirable):

  • Customer Satisfaction Certificate

Minimum applicable experience (years):

  • 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 centre 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

Other:

  • Working hours: 16h00 - 03h00
  • Working shifts, four shifts a week (Monday to Saturday)
  • These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

 

COMPETENCIES

Essential Competencies:

  • Establishing Rapport
  • Interacting with People
  • Valuing Individuals
  • Understanding People
  • Convincing People
  • Articulating Information
  • Showing Composure
  • Resolving Conflict
  • Examining Information
  • Developing Expertise
  • Adopting Practical Approaches
  • Following Procedures

 

Important Competencies:

  • Upholding Standards
  • Generating Ideas
  • Inviting Feedback
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