At Amplifon, we're not just about hearing aids; we empower people to rediscover all the emotion of sound. With a presence in 26 countries, we're 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.
Our Mission:
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.
About the Role
The Senior Client Advisor(SCA) is a key reference point for the Area Manager (AM) in ensuring exceptional customer service to our Clients, showing high operational problem solving and coordination, developing and coaching other Client Advisors in the cluster of clinics assigned. The SCA will assist the AM with the recruitment, retention and upskilling of Client Advisors in liaison with the Training team. The SCA will be required to achieve business objectives by creating and optimising commercial opportunities and coordinating diaries and store activities for maximum productivity.
Function:
Instore Operational Excellence
- ; Act as a point of reference for the Client Advisor (CA) in the assigned clinics to proactively address operational and front office issues related to systems.
- ; Work with the Area Manager, plan the launch of initiatives and tosupport the fast uptake of new processes amongst the cluster CA teams.
Recruiting, Coaching and Developing
- ; Support the recruitment and the onboarding of CAs within the cluster
- ; Act as role model to team as an early adoptorand positive ambassador for business initiatives.
- ; Coach and mentor other CAs in the cluster of clinics relating to best practice and new business initiatives
Co-ordinating and scheduling
- ; CA scheduling (to ensure enough cover for screening, off-sites etc) and management of CA sick and annual leave cover
- ; Roving between clinics to provide resourcing coverage where required
- ; Any other duties as reasonably required
Diary Management
- ; Ensure optimum diary management with maximum appointment volume and mix of appointments in order to meet business and customer requirements. Looking ahead in the diary, using available reports and confirming and re-arranging appointment times as necessary to increase productivity.
Customer service
- ; Be a role model for the highest quality service and assistance to all customers
- ; Manage and respond promptly to all customer enquires over the phone and in person
- ; Acknowledge and resolve customer complaints and uphold client privacy and consents
- ; Educate and assist customers with using and servicing their devices and accessories and perform minor repairs
Sales and Administration
- ; Process customer sales over the counter. Order, receive and manage clinic stock
- ; Review clinic reports such as outstanding money report, unreleased orders/sales to ensure correct processes are followed and revenue flow is optimised in all allocated clinics.
- ; Monitor sales reports throughout the month and assist with action plan to achieve forecast.
Lead Generation
- ; Undertake data mining and customer follow up to book appointments and maintain diary productivity.
- ; Conduct screening to identify clients needing hearing assessment and book assessments accordingly.
- ; Utilise and coach on other methods of lead generation including friend get friend programmes, flyeringand outreach.
What are we looking for?
- ; Excellent communication and listening skills
- ; Previous experience in an Amplifonstore
- ; A passion for service excellence
- ; Ability to communicate clearly and concisely
- ; Track record of success within the Client Advisor role
** Please note that you must have a licence and reliable vehicle as this is a mutli-site role which will require frequent travel between clinics in the area!
Competencies Required for the role:
- ; Customer Service
- ; Problem Solving
- ; Take controlled risk
- ; Motivation and Empowerment
- ; Coaching and Development
When you work at Amplifon you can expect more as well. We offer an open and supportive work environment with the opportunity to work with a rich portfolio of multi-brand products and proprietary protocols. At Amplifon your success is important to us which is why we provide development opportunities and recognition programs as well. So, if you are looking for a career that will challenge you and give you plenty of opportunities to work on exciting projects then apply today.
APPLY NOW...we would love to hear from you!
