Purpose of the Position/Job Summary
To assist the day-to-day operations of the Client Services team by ensuring a high level of product knowledge across the group. Providing the group with high level understanding of hearing devices, as well as ongoing support of evolving Demant portfolio will help CSRs provide better service to customers. This role will be involved in the daily activities and operations of CS and liaise with other departments to support CS membersResponsibilities
Liaise with Aud. support
Support CSRs by providing comprehensive and ongoing product support
Support call-backs and pending orders
Support CSRs with customer care line
Aid in onboarding for CSRs- industry info, hearing aid parts and pieces, Demant portfolio
Documentation & Resources for product support
Assist with employee tour
Develop/implement department KPIs for products related knowlede
Handle end user or customer escalations that are product focused
Assist in sales queries
Act as a liaison between Client Services and Sales, Operations, Audiology, and other internal departments as required
Create and analyze performance on an ongoing basis to identify trends and opportunities for improvment, need for further training
Indentify department training needs, schedule training, and maintain up to date training records
Maintain a broad knowledge base related to products
May work on special projects or perform other duties as assigned by Manager
Drive the Company Culture in the department and throughout the Company to ensure unity of purpose and fulillment of the Company's Commitment and Promise
Competencies
Minimum of 3 years experience working as a hearing care professional
Experience working with an ERP system (Navision is an asset
Proficient with Microsoft Office programs (Word, Excel, PowerPoint, etc.)
Excellent interpersonal and communicatio skills to intercat with customers and team members
Effective and professional telepone/email etiquette with a strong customer focus
Qualifications
To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
