Customer Care Specialist- Global Vision Hearcare specialist
- Respond promptly to customer inquiries via phone, email, and chat, addressing concerns related to Nuance Audio products.
- Troubleshoot and resolve technical issues, providing clear and effective guidance to customers.
- Escalate complex issues to technical teams or service centers, ensuring timely and accurate resolution.
- Educate customers on product usage, features, and maintenance to maximize their experience with Nuance Audio.
- Develop and share user-friendly resources, including FAQs, step-by-step guides, and tutorial videos.
- Conduct follow-ups with customers to ensure their concerns have been fully resolved and they are satisfied with the product.
- Collect and document customer feedback on product performance, challenges, and suggested improvements.
- Share insights with cross-functional teams, including marketing and R&D, to enhance product development and strategy.
- Maintain an up-to-date knowledge base of customer interactions, common issues, and resolutions.
- Contribute to the creation and continuous improvement of internal training materials for customer care processes.
- Track and report on customer satisfaction metrics (e.g., CSAT, NPS) to measure service effectiveness.
- Monitor service trends and identify opportunities to enhance the customer experience.
- Collaborate with sales, marketing, and technical teams to align on product messaging and support strategies.
- Stay informed about product updates, new features, and industry trends to deliver accurate and relevant support.
- Strong understanding of AI-powered audio technology and its integration with eyewear solutions.
- Excellent communication skills (verbal and written) to interact with customers professionally and empathetically.
- Technical troubleshooting and problem-solving capabilities.
- Proficiency in using CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
- Experience with data analysis tools to track service performance and identify trends.
- Ability to develop and deliver educational content tailored to diverse audiences.
- Customer-Centricity: Demonstrated ability to understand and prioritize customer needs.
- Product Knowledge: Deep familiarity with Nuance Audio's features, benefits, and potential challenges.
- Adaptability: Flexibility to handle diverse customer concerns and adapt to product updates.
- Collaboration: Strong team player with experience working in cross-functional, global environments.
- Empathy: Ability to connect with customers, especially those managing hearing challenges, and offer tailored support.
- Results Orientation: Focused on achieving high levels of customer satisfaction and loyalty.
- Bachelor's degree in Customer Service, Communication, or a related field; relevant certifications are a plus.
- 3+ years of experience in customer service, preferably within the healthcare, technology, or consumer goods sectors.
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