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1. Customer Relationship Management
• Maintain regular communication with existing customers after hearing aid purchases.
• Conduct post-sales follow-up calls to understand customer satisfaction and product experience.
• Ensure timely resolution of customer queries, complaints and service requests.
2. Hearing Aid Follow-ups
• Follow up with customers regarding hearing aid usage, comfort, fitting and performance.
• Coordinate appointments for hearing aid adjustments, programming and fine-tuning.
• Remind customers about scheduled follow-ups and routine hearing assessments.
• Track customers who are not regularly using their hearing aids and encourage them to seek support.
3. Service & Repair Coordination
• Coordinate with audiologists and the technical team for hearing aid servicing and repairs.
• Maintain records of hearing aids submitted for repair, warranty claims and replacements.
• Track repair status and ensure timely communication with customers.
• Follow up until the issue is resolved and the product is returned to the customer.
4. Customer Retention & Revenue Generation
• Identify opportunities for repeat purchases, upgrades and additional accessories.
• Generate referrals through satisfied customers.
• Reconnect with old customers for new hearing assessments and product requirements.
• Maintain a database of potential upgrade and replacement customers.
5. CRM Data & Reporting
• Maintain updated customer information in the CRM system.
• Record daily calls, follow-ups, appointments, complaints and service requests.
• Maintain a pending follow-up tracker and ensure no customer enquiry remains unattended.
• Submit daily and monthly performance reports to the reporting manager.
6. Coordination & Escalation
• Coordinate with audiologists, centre managers, sales teams and service departments.
• Escalate unresolved complaints to the concerned reporting authority.
• Ensure proper communication between customers and internal departments.
Required Qualifications & Skills
• Graduate in any discipline.
• 1–3 years of experience in CRM, customer service or post-sales support.
• Experience in healthcare, hearing aids or medical devices will be preferred.
• Good verbal and written communication skills.
• Proficiency in MS Excel, Google Sheets and CRM software.
• Strong follow-up, coordination and problem-solving skills.
• Ability to handle customer complaints professionally.
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