Customer Experience Liaison

3 weeks ago

Ballerup, Ballerup Kommune, Denmark GN Store Nord AS Full time

About the Role

We are seeking a skilled Customer Experience Liaison to join our team at GN ReSound. In this role, you will play a critical part in delivering exceptional customer experiences by fielding inquiries and addressing consumer concerns with professionalism and expertise.

Key Responsibilities

  1. Handle consumer inquiries via phone and email, providing accurate and timely responses.
  2. Direct consumers to Hearing Care Professionals for answers to their inquiries as appropriate.
  3. Research consumer inquiries regarding hearing aids, accessories, and parts.
  4. Perform outbound calls to consumers requiring follow-up on inquiries.
  5. Provide referrals for Hearing Care Professionals using company systems.
  6. Collaborate with local customer-facing departments to resolve consumer issues and maintain positive customer relationships.
  7. Collaborate with international subsidiaries and approved ReSound distributors to help consumers identify Hearing Care Professionals outside the US.
  8. Document all consumer interactions in systems designated by the company.

Requirements

  1. Excellent communication skills, both verbal and written.
  2. Customer-focused with strong interpersonal/soft skills.
  3. Excellent organizational skills with attention to detail and timely follow-through.
  4. Efficiently task manage while assisting consumers on a call.
  5. Proficiency with Microsoft Office applications and ability to learn new systems quickly.

Preferred Qualifications

  1. Experience in effective de-escalation and call management in diverse situations.
  2. Ability to adapt and navigate through diverse customer personalities.
  3. Hearing aid manufacturing and/or industry experience.
  4. Working knowledge of Salesforce.com.

Working Environment

The Customer Experience Liaison will work in an open office environment, with the possibility of working from home if applicable. The position requires sitting most of the day, and the expected hours of work are Monday to Friday, between 8 am and 6 pm CST, dependent on the schedule.

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