Commercial Customer Support Specialist

Buscojobs; Greater London; Hybrid; AUD 60,000 - 100,000; Full time

Job description

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In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Location: North Sydney, Australia

Job Reference: 157204

We are looking for an enthusiastic and experienced contact centre leader with a track record of driving sales performance. This role leads a team of 15+ consultants and delivers exceptional customer sales experiences via primarily outbound calls, driving commercial performance across our clinics and remote fittings solutions.

As our Contact Centre Manager, you will be accountable for instilling a positive sales-driven culture and active optimisation across our contact centres. Reporting directly to the Director of Marketing, you will play a critical role within our Marketing team to achieve our goals and you will work collaboratively with cross-functional departments, proactively finding solutions to deliver next level performance.

The position is based in our North Sydney office, with an opportunity to work partly from home under a hybrid work arrangement.

At Sonova, your work can help transform people’s lives. We’re a team on a mission to help people experience the joy of sound. Every day, we push the boundaries of audiotechnology so our customers can enjoy life without limitations. Our talented and committed employees all over the world know they contribute to something greater than themselves.

What will you be doing?

• Acting as the single point of accountability for the call centre performance including the achievement of sales targets across segments on a daily, weekly, and monthly basis.
• Leading, training and motivating teams based in our Sydney and Melbourne office, as well as remote team members to drive client-first outcomes, optimising conversion rates from enquiry to appointment.
• Continuously optimising processes through your operational experience and performance excellence.
• Providing regular reporting and analysis of key call centre metrics to the leadership team.
• Promoting suitable audiology solutions via existing or new products, services and/or offers.
• Managing the daily operations of the telephony system including schedules and the predictive dialer to ensure resources are appropriately utilised and performance is optimised.
• Designing customer-centric scripts and call guides to educate, engage, and convert customers.
• Achieving qualitative ratings of customer service standards, including customer satisfaction (NPS), quality of responses and timeliness of responses.
• Providing day-to-day hands-on support to your key team leaders across all contact centre responsibilities.
• Working with the Data and Operations teams and providing feedback on data quality & performance and performance & impact analysis of contact centre operations upon the clinical network.

What do you need to be successful in this role?

• Extensive experience in a contact centre environment.
• Demonstrated experience leading a team of 10 or more.
• Track record of sales accountability performance.
• Exceptional interpersonal and client services skills.
• Exceptional communication skills, both verbally and in writing.
• Proven track record of achieving business targets.
• Strong leadership and management skills; ability to motivate and inspire team members.
• Ability to analyse data, identify trends, and implement action plans to improve performance.
• Knowledge of call centre technology, including call routing, IVR systems, and CRM platforms.
• A proactive ‘can-do’ attitude, hands-on & helpful approach, being curious to find & action opportunities.
• Focus on results and outcomes, with the ability to think strategically and contribute to larger company goals.
• Healthcare experience is preferred however not essential.

What's in it for you?

• A competitive salary plus bonus plan.
• Salary packaging options.
• Access to discounts from over 500 retailers across Australia via our Employee Enrichment Hub.
• Generous employee discounts on Sonova Products for yourself and your family.
• Online Wellbeing Centre and Employee Assistance Program (EAP).
• Company-funded parental leave.
• Access to the LinkedIn Learning Platform.
• A values driven and people-centered culture.
• Being a part of a dynamic and supportive team with a global company that is at the forefront of innovation in the hearing industry.

Sounds interesting?

If you feel that this opportunity is right for you, we would love to hear from you! Apply now or get in touch for a confidential chat to find out more.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.