Audiologist (Junior Lexie Expert)

hearX; Pretoria; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A dynamic role at a leading hearing technology company in South Africa, seeking a Junior Audiologist to improve customer experiences through device fitment and support. This position emphasizes relationship management, troubleshooting, and continuous improvement within a digital environment, appealing to those passionate about improving hearing aid functionality.

Qualifications

• 1-2 years of experience in audiology.
• Experience in fitting and troubleshooting hearing aids.
• Ability to manage customer records and relations.

Responsibilities

• Complete CRM tasks and manage customer inquiries.
• Perform troubleshooting and provide feedback.
• Maintain quality documentation and adhere to compliance.

Skills

Customer relations

Troubleshooting

Administration

Basic fine tuning

Working in digital environment

Education

B. Communication Pathology in Audiology

Hearing Aid Acoustician Foundation

M. Communication Pathology in Audiology

Job description

Job title: Audiologist (Junior Lexie Expert)

Job Location: Gauteng, Pretoria

Deadline: June 05, 2025

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Minimum Education (Essential)

• B. Communication Pathology in Audiology or Hearing Aid Acoustician Foundation

Minimum Education (Desirable)

• M. Communication Pathology in Audiology

Minimum Applicable Experience (Years)

• 1 - 2 years

Required Nature Of Experience

• Fitment of hearing aids
• Troubleshooting hearing aid related issues
• Troubleshooting customer experience related issues
• Basic fine tuning of hearing aid settings
• Customer relations and relationship management
• Administration and customer record management
• Working within a digital environment

Customer Support - 60%

• Complete CRM tasks for follow-up, support, and surveys
• Gather and note customer information for effective escalation management
• Respond to customer queries and provide feedback
• Interpret customer feedback to improve service
• Perform first-line troubleshooting over various communication channels
• Offer solutions to improve hearing aid functionality and experience
• Resolve problems efficiently and effectively
• Provide quality information and troubleshooting to reduce callbacks
• Escalate queries appropriately for resolution
• Collaborate with other Lexie Experts to enhance customer satisfaction
• Make supervised adjustments to hearing devices remotely
• Achieve retention and onboarding targets
• Ensure onboarding for most Lexie users
• Provide feedback on device performance and customer feedback
• Assist customers with hearing aid benefits questions
• Handle escalated service inquiries
• Provide accurate product information to minimize returns
• Upsell additional products and assist in revenue targets
• Follow up on leads and support tasks

Customer Experience - 20%

• Maintain positive perception of hearX, Lexie/Go, and support team
• Communicate professionally to ensure customer satisfaction
• Reduce query resolution time
• Coordinate with internal teams to improve satisfaction
• Maintain high support KPIs and customer effort scores
• Gather and reinforce customer feedback via various channels

Continuous Improvement - 10%

• Maintain FAQ list with CIA
• Report recurring customer queries and responses
• Advise management on customer needs
• Provide feedback on products and training
• Report support roadblocks and participate in training

Quality & Compliance - 10%

• Ensure ethical communication and policy adherence
• Maintain high QA, KPI, and customer satisfaction scores
• Protect customer confidentiality
• Keep interaction logs accurate and complete
• Ensure records reflect customer interactions accurately
• Maintain up-to-date documentation and reports
• Adhere to regulatory and procedural requirements