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Customer Services Administrator

Job Purpose:

Hidden Hearing is Ireland’s leading provider of hearing healthcare. Over the past 35 years, we have worked hard to develop a reputation for offering world-class hearing healthcare services and lifelong support for our patients. And with over 85 clinics located everywhere from Ireland’s key cities to our smaller, rural towns, we’re not that hidden. At Hidden Hearing, we rely on an outstanding customer service system to drive business forward and encourage patient loyalty and satisfaction.  The Customer Services Administrator is a passionate team-player who keeps that system running smoothly by engaging in all aspects of patient support and assistance.  The role of the Customer Services Administrator is to provide superb customer service by taking battery/accessory orders, responding to enquiries or complaints, with a view to resolve with satisfaction for both parties.



Main Duties/Responsibilities:


  • Accessories: Liaising with customers on after sale accessories for approximately 70% of all hearing aid sales via phone - advice/taking payments/posting and recording orders and payments into our POS system.
  • Battery issue 6-month FOC (packing and issuing)
  • Daily post (incoming and outgoing)
  • Assist in process/renewal of  Essential Care Plan  via phone -  taking payments/posting and recording orders and payments into our POS system.
  • Responsible for speaker unit requisitions sent in by dispensers and clinics weekly and daily,

i.e. maintain clinic levels of stock – issuing for manufacturer warranty/HH warranty/chargeable repairs.

  • Coupons – (daily count, scan, and post to marketing).
  • Assist with loan aid issue to clinics – manage issue /receipt of loan aids and  maintaining records on the system.
  • Trade-In aids and Connect line Products: Receipt, filing, issuing, and retaining data for both.
  • Participate in cross functional training as required and instructed from time to time.
  • Carry out any other duties as instructed by the Customer Service Manager or other Officer as assigned by the Managing Director.


Work Experience and Skills Required:


  • Strong Communication Skills both written and oral.
  • Excellent Telephone Skills and Manner.
  • Previous Customer Service Experience Essential.
  • Previous experience of working in POS systems.
  • Professional Standard of Computer Literacy particularly Microsoft Office Suite.
  • Understand priorities with the ability to meet tight deadlines.



Personal Characteristics:


  • Strong communication and interpersonal Skills
  • A team-player with an ability to work on own initiative and under pressure.
  • Passion for customer Service
  • An excellent timekeeper who is reliable and punctual.
  • Takes pride in their work and possesses excellent organisational skills and attention to detail.
  • Good time management skills and efficient.
  • A High level of Flexibility.



Individual Key Competencies Required to Meet the Objectives and Targets (KPIs) for the Role:






Operating Procedures (E)

Commercial/Sales (E)

Attention to detail (E)

Standards/Quality/Protocols (E)

Technical (E)

Judgement/Decision-making (D)

Legislation/Codes of Practice (D)

Customer Service (D)

Commitment to excellence (E)

Knowledge of Customer (E)

Presentation (D)

Relationship-building with customers/partners (D)

Technical Knowledge (E)

Report writing (E)

Mathematical/Numeracy (E)

Business Awareness (D)

Understanding of customer needs (D)

Planning and Organisation (Efficiency) (E)

People Awareness (D)

Self-management (E)

Flexibility (E)

Cultural Awareness (E)

Analytical Skills (E)

Team working (E)

Process Improvement/Problem Solving Capabilities (E)

Negotiation (D)

Communication (E)

  • E = Essential, D = Desirable

Hidden Hearing is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity, equity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.




Who we are

We in Hidden Hearing Ireland have provided hearing health care across the island of Ireland for over 35 years.  We combine the latest technology with the highest standards of professional hearing care.  We do this by understanding our purpose and living our values. 

Our commitment to employee engagement is achieved by creating a culture and environment where everyone can harness their unique talents, develop their strengths, and deliver a phenomenal experience for both our internal customers and our patients.  We do this through continuous career and personal development, and ‘We Create Trust-, work as ‘Team Players’, identify ’Innovative Solutions’, and come to work with a ‘Can Do Attitude’.  

Our team is made up of audiologists, wax removal technicians, clinic coordinators, telemarketing assistants, customer services, finance and operations, HR, L&D & Compliance as well as Marketing.  We are committed to Diversity, Equity and Inclusion and respect difference, we can do this because we have one shared purpose – to provide life changing hearing health care.  That has been our sole focus for over 35 years.

When you are ready to become a life changer and want to join our team of modern hearing care experts, talk to us about your role aspiration and how we can help you achieve your career goals.  We’re all ears!

Apply now »