Description:
We are the global leader in the hearing care retail market, empowering people to rediscover all the emotions of sound. With more than 17,500 people worldwide, we operate through a network of over 9,000 points of sale in 26 countries and 5 continents.
In Australia we serve our customers through over 400 clinics. We offer exclusive, all-around, highly customised hearing care solutions and services, guiding our customers through their journey to rediscover all the emotions of sound.
We attract, develop, and empower the most talented people to make more possible and demonstrate our values every day.
About the Role
The Amplifon Customer Relationship Specialist is the first escalation point for our Retail Excellence Team, ensuring a smooth handling of issues and complaints while offering an outstanding customer experience in line with Amplifon standards and core values.
Key Accountabilities and Responsibilities
- Increasing customer satisfaction by investigating and solving clients' complaints in line with Amplifon complaints policies and procedures
- Day to day communication with customers by phone, email, chat or in person to answer questions and solve problems
- Identifying potential risks and addressing problems before they escalate into larger issues
- Work with key internal stakeholders to give fast and client centred resolution to issues impacting customer satisfaction
- Day to day liaison with our clinic network for conflict resolution in line with Amplifon policy and procedures
- Escalation to management when required
- Identification of best practice in complaints handling and trends
- When required, analyse our customer database to identify trends, reporting and issues
- Accurately record, categorize, and report on complaints and periodically creating presentations to summarise findings
- Meeting assigned KPIs
- Other tasks as deemed appropriate by Managerwsz
- Expertise in Retail preferably in customer relationship management (complaints handling)
- Project management experience
- Excellent knowledge of Office package, with expertise in Excel and PowerPoint
- Experience in industries and Projects where customer satisfaction is key
- High proficiency using MS Office Suite
- Experience using Oracle or Cloud based software
- Demonstrated understanding of project management, process management, service delivery and PM software
- Bachelor's degree and above or commensurate workplace experience.
- Demonstrated experience in a retail/health sector complaints management role is a plus