Customer Care Representative

Who's Audika

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. 

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.

Outbound 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
• Positive thinker with can-do attitude

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

What's in it for you

• Ongoing training, coaching and personal growth opportunities
• Performance incentives $$$ available quarterly
• 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.