Hearing Experience Specialist
4 weeks ago
At WSAudiology, we're committed to unlocking human potential by bringing back hearing for millions of people worldwide. As a key member of our team, you'll play a vital role in shaping our customer experience strategy.
Key Responsibilities:
- Develop and implement projects to enhance end-to-end customer processes, ensuring seamless interactions with both internal and external customers.
- Provide coaching and counseling to support teams in meeting customer satisfaction and loyalty goals.
- Design and deliver training programs for various customer support teams, focusing on customer-centric skills and knowledge.
- Conduct feedback sessions to identify trends impacting customers and support teams, informing business initiatives to address these needs.
- Monitor customer support team performance, developing strategies to motivate and train them to achieve high standards.
- Engage with customers through focus groups, interviews, and project management, creating business initiatives that meet their needs.
- Track and report customer-facing Key Performance Indicators (KPIs), providing actionable insights to leadership and executive teams.
Requirements:
- High school diploma or equivalent
- Strong understanding of contact center training methods, including delivery methods, customer support, quality assurance, and soft skills
- Experience with CRM systems is a plus
WSAudiology is an equal opportunity employer, committed to diversity and inclusion in the workplace.
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