Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.
In Australia, Audika has over 350 clinics that provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.
We are looking for a sales and customer service superstar to be a Customer Care Representative If you are interested in helping our clients improve their hearing and quality of life, keep on reading This is the role for you.
Customer Care Representatives are first and foremost responsible for working as part of the team who assist our Australian and New Zealand clinics maintain a flow of new and return clients.
As a Customer Care Representative, you will be calling clients with offers in response to campaigns formulated by the marketing department. Example campaigns include but are not limited to:
* Hearing Tests
* Hearing aid adjustments
* Trials
As a representative of Demant, the Customer Care Representative is required to perform all activities in a manner that meets company standards whilst always maintaining professional conduct.
* Full Time Role: Mon-Friday 9-5pm with one shift per fortnight from 12-8pm
Responsibilities:
* Outbound / Inbound Calls to new and existing clients
* Book new and follow up appointments
* Follow up and support direct marketing campaigns
* Receive inbound calls and respond appropriately within standard procedures and guidelines
* Respond to client queries or concerns in a professional manner
Technical Knowledge:
* Develop a full working knowledge of the systems and processes required to perform the role within best practice guidelines
* Intermediate knowledge of Microsoft Suite
* Troubleshoot client queries and problems
Key Performance Indicators:
* Specific KPI's are established and agreed with the Call Centre Team based on individual campaign types and expected outcomes and are updated as per the business requirement. Any change will be notified to you prior to the month the changes take effect.
* You will be measured on these specific KPI's monthly.
Skills and Abilities:
* Excellent communication skills to enable rapport building and effective conversation over the telephone.
* Ability to follow instructions and complete tasks as agreed
* Develops and supports mutual team goals
* Delivers to agreed commitments
* Achieves results within agreed timeframes
* Enjoy working in a team environment
About You:
* You don't have to have worked in a Contact Centre before; previous experience within customer service, sales, hospitality, and retail are all highly regarded.
* Exceptional customer service skills, with a customer-centric mindset
* Computer literate with an eye for detail
* A good listener, with an empathetic approach to assisting customers
* Target driven and able to work to KPI's and targets
What's in it for you:
* Ongoing training, coaching and personal growth opportunities
* Access to My Reward discounts, access to our comprehensive Online Wellbeing program, including Birthday and Christmas Gifts and much, much more
* Fun and fast-paced environment
We have a passion for people and making a difference; if you share our passion then this is the right place for you.
About Audika Group:
The Audika Group is the hearing care division of Demant and we are one of the world's leading hearing care retailers with more than 3,500 clinics in 25 markets. If you join our team, you are guaranteed an inspiring and motivating working environment in a highly international environment. You will work with a variety of different countries, cultures and perspectives, in close collaboration with amazing and committed colleagues.
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