Customer Care Representative

Parkside

Who's Audika

#LI-TS1 #LI-ON

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 17,500 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 who 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 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. Our next intake is 20th of May 2024.

Customer Care Representatives are first and foremost responsible to work 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 meet company standards whilst always maintaining a professional conduct.

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
Trouble shoot 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

People enjoy working in this team because we provide.

Comprehensive two-week group training and induction
Dedicated Point of Contact support within team after training
Your own tools of trade, including dedicated workstation, dual screen monitors and latest headset technology.
The ability to grow your career with a large global company
Free counselling for you and your family via our Employee Assistance Program helpline

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.

Apply now »