Customer Service

Sonova AG; Mississauga; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading healthcare company in Mississauga is seeking a Bilingual Customer Service Representative. This role involves supporting sales efforts and providing exceptional service to customers. Candidates should have professional proficiency in English and French, along with customer service experience and strong problem-solving abilities. The position offers a hybrid work environment and a comprehensive benefits plan.

Benefits

Exciting and challenging work environment

Collaborative culture

Opportunities for continuous self-improvement

Flexible hybrid work model

Rich benefits plan including wellness benefit

Mentorship program and career development plans

Qualifications

• Professional proficiency in English and French (oral and written).
• Customer-centric mindset with proactive problem-solving abilities.
• Strong telephone etiquette and interpersonal skills.

Responsibilities

• Serve customers via phone, fax, mail, or email.
• Process BTE and ITE orders and prepare quotes.
• Investigate and resolve shipping, returns, and order issues.
• Communicate company policies and product information.
• Track orders and inform customers of delays.
• Liaise with internal departments for order fulfillment.

Skills

Bilingual (English and French)

Customer service experience

Interpersonal skills

Problem-solving abilities

Computer skills (Microsoft Office, SAP, Salesforce)

Education

Secondary or post-secondary education

Job description

Location: Mississauga, Ontario (Hybrid)

Bilingual Customer Service Representative

As a Bilingual Customer Service Representative, you will play a key role in supporting Sonova Canada’s sales efforts and serving as a customer liaison. You will create a hallmark of excellence by providing exceptional service, proactive support, and interdepartmental collaboration while maintaining accuracy and efficiency in all customer interactions.

Responsibilities

• Serve customers via phone, fax, mail, or email by determining requirements, answering inquiries, and resolving problems.
• Process written and oral BTE and ITE orders and prepare quotes on hearing aids.
• Investigate and resolve issues related to shipments, returns, credits, and orders.
• Communicate company policies, pricing, and product information in line with established guidelines.
• Track orders and advise customers of out-of-stock or delayed items.
• Liaise with internal departments to ensure accurate order fulfillment and customer satisfaction.
• Escalate unresolved or specialized issues to the appropriate team (e.g., Audiology or Technical Product Support).

More about you

• Professional working proficiency in English and French (oral and written).
• Secondary or post-secondary education with customer service experience.
• Strong telephone etiquette and interpersonal skills.
• Customer‑centric mindset and proactive problem‑solving abilities.
• Team‑oriented with a positive, adaptable attitude.
• Intermediate computer skills including Microsoft Office, and familiarity with SAP and Salesforce.
• Ability to recognize and suggest continuous process improvements.

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

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact Sonova HR.

What we offer

• Exciting and challenging work environment
• Collaborative culture
• Opportunities for continuous self‑improvement
• Opportunities for flexible hybrid model work environment
• Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions
• Mentorship program and career development plans

A company that values diversity and inclusion

Sonova Canada is now a certified Great Place to Work® May 2024- May 2025.

How we work

At Sonova, we prioritize the well‑being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team‑customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.