Job Purpose:

• Deliver exceptional client support within the B2B division to Clinical Trial clients, offering primary product assistance, data management and administrative support in a friendly and supportive manner. Ensure high customer satisfaction and operational readiness of customer devices through proactive inbound and outbound support.
• This includes assisting existing clients and engaging with potential leads among clients who have not yet re-subscribed.  
• To efficiently capture, organize, and analyze data to support informed decision-making.
• This includes gathering data from various sources, ensuring its accuracy, and applying analytical techniques to identify trends, patterns, and insights.  Strict adherence to data protection to be applied.
• In this role, we require you to care deeply about customer service and success, advocating for project, product and customer success to drive credibility for hearX within the clinical trial and drug study industry. Our clients matter to us, and they should matter to you!

Minimum education (essential):

• Matric (NQF Level 4)

Minimum education (desirable):

• Customer Support/Satisfaction Certificate

Minimum applicable experience (years):

• 2+ years in a customer support or sales role

Required nature of experience:

• Client liaison and support
• Data capturing and administration 
• Administration and project management
• Documentation and reporting of client queries
• Working within a digital environment
• Collaborating with senior stakeholders and key decision-makers

Skills and Knowledge (essential):

• Manage difficult clients and resolve queries  efficiently and professionally
• Team Collaboration
• A desire to please customers and provide excellent support
• Reporting (Excel, Google Slides, Word) 
• Prioritizing Support Issues
• CRM systems (Insightly or Salesforce would be preferred)
• Timely, accurate and concise dissemination of critical information and errors
• Professionalism in communication: Video calling, email and internal team systems (Slack would be advantageous) 
• Neutral accent for working with international clients
• Excellent English writing and reading skills