Bilingual Customer Service Representative (English and French)

Sonova AG; Mississauga; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Bilingual Customer Service Representative, where your passion for helping others will shine. In this role, you'll be the backbone of the team, providing exceptional service and support to customers. You'll have the opportunity to work in a collaborative environment that values diversity and inclusion, with flexible hybrid work options that promote work-life balance. With a commitment to continuous self-improvement and mentorship, this is the perfect place for you to grow your career while making a positive impact on people's lives.

Benefits

Flexible hybrid work options

Comprehensive benefits

Mentorship programs

Career development opportunities

Collaborative culture

Diversity and inclusion initiatives

Qualifications

• Must be fluent in English and French.
• Experience in a call center environment is required.
• Strong typing proficiency and computer skills.

Responsibilities

• Serve customers via phone, email, and other channels.
• Resolve customer issues and fulfill requests.
• Liaise with departments to ensure order fulfillment.

Skills

Effective written and verbal communication

Call center experience

Adaptability

Typing proficiency

Microsoft Office applications

Salesforce experience

Bilingual (English and French)

Tools

Salesforce

ERP systems

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Microsoft Word

Microsoft PowerPoint

Job description

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You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova, we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands, from consumer to medical, with products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and to make a positive impact on people's lives through your work, this is the place for you.

Join Sonova. Create sense.

Bilingual Customer Service Representative (English and French)

157519

This Bilingual Customer Service Representative supports the company's sales efforts, serving as a customer liaison and helping to create a collective purpose as the backbone of Phonak Canada. The goal is to deliver excellence by providing exceptional service and proactive interdepartmental support, continually striving for efficiency.

Responsibilities:

1. Serve customers via phone, fax, mail, or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
2. Resolve problems by clarifying issues, researching and exploring answers, implementing solutions, and escalating unresolved problems.
3. Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support).
4. Investigate and resolve issues related to shipment of products, returns, credits, and orders.
5. Liaise with all departments to ensure order fulfillment.
6. Process written and oral BTE and ITE orders.
7. Prepare quotes on hearing aids.
8. Track orders and advise of out-of-stock situations.
9. Communicate company policies and pricing according to the price and policy guide.

More about you:

• Effective written and verbal communication skills.
• Experience working in a call center environment is required.
• Ability to adapt to various situations.
• Strong typing proficiency and computer skills.
• Intermediate skills with Microsoft Office applications, including Excel, Outlook, Teams, Word, and PowerPoint, as well as web interfaces.
• Experience using Salesforce and ERP systems is preferred.
• Must be fluent in English and French.
• A minimum internet speed of 200Mb/sec download and 10Mb/sec upload is required for remote/hybrid work at Sonova.

Don't meet all the criteria? If you're willing to learn and go all-in, we'd love to hear from you!

We look forward to receiving your application via our online platform. Please note, only direct applications are considered. Sonova does not recruit via apps, Telegram, carrier pigeons, or other formats lacking direct human contact. If offered a job without speaking to someone, please contact [e-mail].

What we offer:

• An exciting and challenging work environment.
• A collaborative culture.
• Opportunities for continuous self-improvement.
• Flexible hybrid work options.
• A company that values diversity and inclusion.
• Comprehensive benefits including wellness, paramedical services, and competitive compensation with variable components and pension matching.
• Mentorship and career development programs.
• Sonova Canada is a certified Great Place to Work (May 2024-May 2025).

How we work:

At Sonova, we prioritize employee well-being and foster an inclusive, engaging, and collaborative environment. Our hybrid work model offers flexibility, supporting work-life balance and innovation.

Sonova is an equal opportunity employer

We team up, grow talent, and collaborate with diverse backgrounds to succeed. We guarantee equal treatment and opportunities regardless of ethnicity, religion, sexual orientation, marital status, gender, genetic identity, age, disability, or other protected statuses.