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

Other:

• Excel / Google Sheets
• An appreciation for query resolution and a sense of urgency for turnaround times
• Strong mathematics skills and attention to detail required
• Working knowledge of US carrier services and related platforms

Clinical Data Administration 50%

• Drive team action, completion and customer communication with regards to data management for the customer
• Data Management and Entry: Accurately capture and enter clinical trial data into databases, ensuring completeness, consistency, and adherence to study protocols.
• Quality Control and Data Validation: Review and validate data for accuracy, completeness, and consistency; identify and resolve discrepancies in clinical trial data.
• Database Maintenance: Maintain and update clinical trial databases, ensuring data integrity and compliance with regulatory requirements.
• Documentation and Reporting: Prepare and maintain accurate records of data management activities, including data queries and resolutions, data cleaning reports, and compliance documentation.
• Collaboration with Study Teams: Work closely with clinical research teams, including clinical monitors, investigators, and project managers, to ensure smooth data flow and timely reporting.
• Data Analysis Support: Provide data analysis support for interim and final study reports, ensuring data is presented clearly and in accordance with study protocols.
• Regulatory compliance with regards to relevant guidelines in all aspects of data management.
• Ad hoc Data Requests: Respond to ad hoc data requests from stakeholders, ensuring accurate and timely delivery of data as needed for decision-making.
• Problem Resolution: Address and resolve data-related issues promptly to minimize delays and ensure data quality.
• Correctly escalate anomalies, errors and corrections to line manager, internal communication channels and to the customer.

Clinical Logistics Coordination 25%

• Support line manager and sales executives on client proposals and pitches to drive new business development
• Continuously optimize client proposal, onboarding and training material to increase customer satisfaction and project success.
• Track customer shipments, customs-clearance, and activity per device, escalating anomalies and proactively solving issues as they arise.
• Proactively and effectively communicate shipping status and updates  to relevant stakeholders.
• Liaise with the manufacturing and Ops support team to communicate tracking numbers and calibration certificates to clients.
• Liaise with Regulatory & Compliance team to ensure relevant clearance and/or information is supplied to both customer and Ops team for seamless shipping and customs clearance.
• Ensure that correct information is supplied to Ops team for shipping documentation and clearance.
• Liaise with the sales team to keep them updated on outgoing orders, ensuring customer communication on progress
• Accountable for overseeing the calibration status of devices in the field, identifying those due for calibration, and initiating the calibration process as needed.
• Liaise with clients to send relevant information on package delivery, tracking numbers and calibration certificates.

Clinical Support Liaison 25%

• Maintain a thorough understanding of all products and keep up to date with product changes and improvements so as to advise, guide and support clients
• Escalate customer feedback and input to line manager and relevant Slack channels.
• Ensure that invoices are paid and customer accounts are up to date, supporting the line manager and sales executives as required. 
• Troubleshoot, solve problems and offer first line support for end users to get the products and software working over phone, email, Slack or any other identified tools. 
• Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
• Follow standard operating procedures for query resolution
• Maintain exceptional customer support and satisfaction with a target of first-call and first-touch resolution
• Ensure escalation procedures are followed diligently, with the appropriate prioritization and urgency
• Respond to queries and follow up with feedback to both the client and the relevant line manager, business analysts and sales executives.
• Maintain the SLAs for client support in line with partnership agreements for various clients using the hearX products. 
• Maintain client support KPA’s at all times to ensure a high ‘customer effort score’ by going above and beyond for clients. 
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
• Ensure clients have a positive view of hearX and the client support team and process. 
• Provide insight of recurring customer complaints to the products team to ensure up to date feedback. 
• Produce customer, site and account reports and data analysis to line manager as required, including reporting on customer KPA’s and achievement thereof
• Maintain absolute professionalism, etiquette and communication accuracy and efficiency.

QMS and Data Security 

• Ensure that QMS guidelines are adhered to. 
• Track and record customer data, account and analysis reports in line with standards.
• Ensure that all supporting documents and records are kept to date. 
• Ensure that all processes are kept relevant by escalating updates to line manager and quality team simultaneously. 
• Maintain absolute customer confidentiality and protection of personal information of test subjects.
• Manage escalation initiation in line with the Customer Management  process.
• Update and maintain the Customer communication log on an ongoing basis.
• Strict compliance to internal quality management and data security processes.