Pretoria, Gauteng
- Provide continuous input on improving the customer experience and service.
- Ensure key metrics stay relevant are continuously improved.
- Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
- Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
- Alert top management to the needs and desires of our prospective and existing customers.
- Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
- Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
- Ensure agents actively participate in training activities and successfully complete training activities.
Quality & Compliance 10%
- Ensure communication is ethical and in line with Company Policy and provided training.
- Monitor and enforce correct use of internal systems.
- Monitor and enforce HIPAA Privacy Requirements.
- Maintain customer records in accordance with procedures and HIPAA.
- Perform QA assessments on agents.
- Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
- Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
- Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
- Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution.
- Ensure other required documents, reports and email accounts are up to date and accurate.
- Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
- Positively adhere to all regulatory, policy and procedural requirements.