At Amplifon, we empower people to rediscover all the emotion of sound. With a presence in 26 countries, we are on a mission to transform the way people experience hearing healthcare worldwide. Our team of professionals are dedicated to understanding each customer's unique needs and delivering exceptional solutions and experiences.
We transform the way hearing healthcare is perceived and experienced worldwide, making it a natural choice for people to seek the superior care and expertise of our hearing care professionals. We strive to understand the unique needs of every customer, delivering the very best solutions and an outstanding experience. We attract, develop, and empower the most talented people who share our ambition to change the lives of millions of people across the world.
The Senior Client Advisor is a key reference point for the Area Manager in ensuring exceptional customer service to our clients. This role combines high-level operational problem solving with hands-on coordination, coaching, and development of other Client Advisors across an assigned cluster of clinics. You will play a vital role in recruitment, retention, and upskilling of team members while working closely with our Training team to foster continuous improvement.
In this position, you will achieve business objectives by creating and optimizing commercial opportunities, coordinating diaries and store activities for maximum productivity, and serving as a role model for service excellence. This is an exciting opportunity to develop your leadership capabilities while making a meaningful impact on both team performance and customer experiences. Please note this is a multi-site role requiring frequent travel between clinics in the area, so you must have a valid driver's license and reliable vehicle.
- Serve as a point of reference for Client Advisors, proactively addressing operational and front office issues related to systems
- Collaborate with the Area Manager to plan the launch of initiatives and support fast uptake of new processes among cluster teams
- Support recruitment and onboarding of Client Advisors within the cluster
- Act as a role model and positive ambassador for business initiatives, demonstrating early adoption and best practices
- Coach and mentor other Client Advisors relating to best practice and new business initiatives
- Manage Client Advisor scheduling to ensure adequate coverage for screenings, off-site activities, sick leave, and annual leave
- Travel between clinics to provide resourcing coverage where required
- Ensure optimum diary management with maximum appointment volume and appropriate mix to meet business and customer requirements
- Deliver the highest quality service and assistance to all customers, managing inquiries over the phone and in person
- Acknowledge and resolve customer complaints while upholding client privacy and consents
- Educate and assist customers with using and servicing their devices and accessories, performing minor repairs
- Process customer sales, order and manage clinic stock, and review clinic reports to optimize revenue flow
- Monitor sales reports and assist with action plans to achieve forecasts
- Undertake data mining and customer follow-up to book appointments and maintain diary productivity
- Conduct screenings to identify clients needing hearing assessments and utilize various lead generation methods
- Track record of success within the Client Advisor role or equivalent
- Excellent communication and listening skills
- Ability to communicate clearly and concisely
- Passion for service excellence
- Valid driver's license and reliable vehicle for multi-site travel
- Customer Service excellence
- Problem Solving capabilities
- Ability to take controlled risks
- Motivation and Empowerment of team members
- Coaching and Development skills
When you work at Amplifon, you can expect more. We offer an open and supportive work environment with the opportunity to work with a rich portfolio of multi-brand products and proprietary protocols. Your success is important to us, which is why we provide development opportunities and recognition programs. If you are looking for a career that will challenge you and give you plenty of opportunities to work on exciting projects while making a real difference in people's lives, we would love to hear from you.
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
