Support Agent (Inbound Call Centre)

hearX; Pretoria; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading company in the healthcare technology sector is seeking a Support Agent for its inbound call center in Pretoria. The role involves assisting customers with inquiries, providing troubleshooting support, and ensuring high levels of customer satisfaction. Candidates should have a Matric qualification and a minimum of two years' experience in customer support. This position offers opportunities for growth within the company and a competitive salary.

Qualifications

• Minimum 2 years in Customer Support and Troubleshooting.
• Experience in telephonic sales and digital environments preferred.

Responsibilities

• Assist with inbound calls and maintain high first contact resolution.
• Provide comprehensive troubleshooting and solve customer queries.
• Ensure customer satisfaction and maintain quality assurance scores.

Skills

Customer relations

Troubleshooting

Communication

Technical support

Problem-solving

Education

Matric

Customer Satisfaction Certificate

Job description

Job title : Support Agent (Inbound Call Centre)

Job Location : Gauteng, PretoriaDeadline : June 05, 2025Quick Recommended Links

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Minimum Requirements

• Education
• Matric (essential)
• Customer Satisfaction Certificate (desirable)
  
  

Experience

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
  
  

Required Nature Of Experience

• Customer relations and relationship management
• Telephonic and email support
• Video calling experience (advantageous)
• Contact center experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment
  
  

Customer Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers.
• Provide customers with relevant product or training information as required.
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.
  
  

Customer Experience 30%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Lexie Experts to improve customer satisfaction.
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers.
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.
  
  

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert 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.
• 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.
• 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.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• 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.
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