Customer Relationship Representative

Role type - Permanent Part-time 

The Customer Relationship Representative (CRR) is responsible for contacting existing, pre-qualified clients with the specific goal of making their next appointment with Neurosensory.

The CRR works within the Neurosensory Central Support Team, reporting directly to the Central Support Manager. This team is responsible for all clinic inbound calls, support key business objectives including customer retention and revenue growth.

A successful CRR, effectively communicates the benefits of our relevant services and products, resulting in the client deciding to build on their existing relationship with Neurosensory by booking in for their next appointment.

About Neurosensory:

Neurosensory is a complete hearing health care company, with 24 clinics in Queensland, New South Wales, Victoria and Tasmania. We offer an advanced range of diagnostic services and tailored hearing solutions. We believe in enriching people's lives by improving how they interact with the world around them.

We are proud to be part of Sonova, the leading manufacturer of innovative hearing care solutions, present in over 100 countries across the world.

Our talented and passionate employees all over the world know they contribute to something greater than themselves – they create a life without limitation through the sense of hearing. Join our mission and become part of our team!

Key Roles and Responsibilities:

• Conduct outbound phone calls to existing client base, convert to clinical appointments & appointments attended.
• Achieve daily call quota and reach monthly sales conversion targets.
• Identify existing clients who require follow-up phone calls via pre-set phone tasks.
• Prioritise and schedule daily call routines for different client segments/scoring.
• Engage with clients to follow up on previous communications and use related scripts.
• Utilise benefit selling techniques where possible to encourage ‘next appointment’ bookings.
• Make appointments, create phone-tasks and document relevant notes.
• Make suggestions for improvements to scripts, processes, and CRM functionality.
• Appreciate that our clients’ have a choice of audiology providers, and you will work to ensure that they continue to choose Neurosensory.
• Meet our clients’ needs, wherever possible, through providing appropriate and professional advice, services, and devices.
• Respect our clients’ information and opinions, by abiding by the Neurosensory Privacy Policy, seeking feedback on our services, and taking ownership of complaints to ensure an effective resolution.
• Book appointments to reduce or eliminate the amount of unbooked or un-bookable time.
• Ensure that all appointments are booked for the appropriate lengths of time, in the appropriate room with the appropriate clinician.

To be successful in this role:

• Demonstrate skills in prioritisation, organisation and time management.
• Strong communication skills (both verbal and written) with a pleasant, confident, empathetic phone manner.
• Experience hearing and/or healthcare desirable.
• Experience in customer service or sales roles.
• Technically proficient in the use of a CRM and appointment booking system – high attention to detail.
• Able to demonstrate a pro-active autonomous work ethic, and ability to work remotely when required.
• Willingness to recommend improvements to systems and processes.
• Demonstrated success in reaching targets via outbound phone efforts.
• Ability to listen and communicate with influence.

Why work with us?

You will be working as part of a dynamic and high performing team in a genuinely rewarding role with purpose and meaning. 

Neurosensory believes in its people and ensures all new starters are provided with the training and support required to excel in their new role and with the opportunity to grow and develop in their role and beyond.

If this sounds like you, please apply!