Ivor Lewis
As a fully qualified Fellowship member of both the British, and the Irish Society of Hearing Aid Audiologists, he has years of advanced training both locally and nationally.
Find Out More About Ivor
Name: Fiona Dunne
Title: Customer Services Administrator
Years with Hidden Hearing; 11 years
Favorite part of the job: Getting someone’s problems solved, if it’s something that can be done over the phone all the better. It is refreshing to hear the relief in the client’s voice when they know that they have been listened to and that someone will be out to see them if required.
A typical day for Fiona
Arrive at work at approx 8.30am : I arrive in the office and kick start the day by putting the kettle on for the first coffee of the day. I then log on to my computer to see what emails were received overnight and I listen to the phone messages that were made overnight.
9.00-11.00 : I follow up on any phone calls or emails that were made overnight, fielding inbound calls and emails from client and staff, and also now monitoring our new live chat feature via our new website. Telephone calls can be different and you don’t know where the conversations will go or how long one call will last, this makes the day interesting as no two days are ever the same.s
11.00 -12.30 : We normally receive the post in to the office at approximately 11.00 am after it has been sorted into the different departments. I open all the customer service post any service/ repairs or repair paper work is passed to my colleague Olga. I prioritise all my paperwork which is to be input and up dated on to our system & close off service requests reports that have been completed.
LUNCH TIME! WELL YOU KNOW WHAT HAPPENS THERE!!
1.30 – 2.30 : Now it’s Olga’s time for lunch, so I monitor all phone calls, from the designated phone line that we have for our clinics to call when they need to contact customer services. I also monitor all emails and respond to live chat requests received. Just like Olga did when I was on lunch, most days can be busy,
2.30 – 5.00 : Welcome back Olga,,, This is the longest stretch and by 4.00 pm most of the day’s tasks would be completed by now, finishing off any call backs that have to be made, sometimes you don’t like to contact too early in the morning as people can be in bed or at Mass., Ensuring that the last of the paperwork, and tasks have been done so everything is left clear for the following day and the new day to start again.
Our friendly and experienced customer service team are only a phone call or an email away and will be able to help with a multitude of queries on freephone 1800 818 808 or Email: customercare@hiddenhearing.ie
