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In this role, you will act as the primary point of contact for customers, ensuring their satisfaction through proactive issue resolution, product education, and support. Your efforts will be key in fostering customer loyalty and driving the success of this innovative product.
Key Duties
1.Customer Support and Issue Resolution:
2.Product Education and Training:
3.Customer Feedback and Insights:
4.Knowledge Base and Documentation:
5.Performance Monitoring and Reporting:
6.Collaboration and Continuous Improvement:
Package and Benefits
Upto £32k basic
Pension, Corporate package
Key Skills and Qualifications
Key Skills:
Core Competencies:
Customer Care Specialist- Global Vision Hearcare specialist
J411770 
London 
London All £25K
- £32K / Year
In this role, you will act as the primary point of contact for customers, ensuring their satisfaction through proactive issue resolution, product education, and support. Your efforts will be key in fostering customer loyalty and driving the success of this innovative product.
Key Duties
1.Customer Support and Issue Resolution:
- Respond promptly to customer inquiries via phone, email, and chat, addressing concerns related to Nuance Audio products.
- Troubleshoot and resolve technical issues, providing clear and effective guidance to customers.
- Escalate complex issues to technical teams or service centers, ensuring timely and accurate resolution.
2.Product Education and Training:
- Educate customers on product usage, features, and maintenance to maximize their experience with Nuance Audio.
- Develop and share user-friendly resources, including FAQs, step-by-step guides, and tutorial videos.
- Conduct follow-ups with customers to ensure their concerns have been fully resolved and they are satisfied with the product.
3.Customer Feedback and Insights:
- Collect and document customer feedback on product performance, challenges, and suggested improvements.
- Share insights with cross-functional teams, including marketing and R&D, to enhance product development and strategy.
4.Knowledge Base and Documentation:
- Maintain an up-to-date knowledge base of customer interactions, common issues, and resolutions.
- Contribute to the creation and continuous improvement of internal training materials for customer care processes.
5.Performance Monitoring and Reporting:
- Track and report on customer satisfaction metrics (e.g., CSAT, NPS) to measure service effectiveness.
- Monitor service trends and identify opportunities to enhance the customer experience.
6.Collaboration and Continuous Improvement:
- Collaborate with sales, marketing, and technical teams to align on product messaging and support strategies.
- Stay informed about product updates, new features, and industry trends to deliver accurate and relevant support.
Package and Benefits
Upto £32k basic
Pension, Corporate package
Key Skills and Qualifications
Key Skills:
- Strong understanding of AI-powered audio technology and its integration with eyewear solutions.
- Excellent communication skills (verbal and written) to interact with customers professionally and empathetically.
- Technical troubleshooting and problem-solving capabilities.
- Proficiency in using CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
- Experience with data analysis tools to track service performance and identify trends.
- Ability to develop and deliver educational content tailored to diverse audiences.
Core Competencies:
- Customer-Centricity: Demonstrated ability to understand and prioritize customer needs.
- Product Knowledge: Deep familiarity with Nuance Audio's features, benefits, and potential challenges.
- Adaptability: Flexibility to handle diverse customer concerns and adapt to product updates.
- Collaboration: Strong team player with experience working in cross-functional, global environments.
- Empathy: Ability to connect with customers, especially those managing hearing challenges, and offer tailored support.
- Results Orientation: Focused on achieving high levels of customer satisfaction and loyalty.
- Bachelor's degree in Customer Service, Communication, or a related field; relevant certifications are a plus.
- 3+ years of experience in customer service, preferably within the healthcare, technology, or consumer goods sectors.
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