Contact Centre Specialist

Sonova Group; Upper Harbour; Hybrid; NZD 48,000 - 62,000; Full time

Benefits offered by this job

Ongoing training

Inclusive team culture

Opportunities to grow within a global組

Meaningful work impacting lives

Job summary

Triton Hearing, part of Sonova, is seeking a Customer Centre Specialist to support clients nationwide from Auckland in a hybrid role. You will manage appointment diaries, handle inbound/outbound calls, and provide hearing health information to clients from their first interaction.

Join a global organisation backed by Sonova, with training, development, and opportunities to grow within the team while delivering exceptional customer experiences.

Qualifications

• Previous experience in a customer service, call centre or appointment-setting role.
• Strong telephone communication skills and a professional manner.
• Ability to build rapport quickly and handle a variety of conversations.

Responsibilities

• Booking high-quality appointments across the nationwide clinic network.
• Taking inbound calls from existing and prospective clients.
• Making outbound calls to clients after hearing tests and campaigns.
• Responding to email and voicemail enquiries.
• Assisting with hearing aid repairs and maintenance guidance.
• Supporting with funding and insurance enquiries.
• Maintaining accurate client records and administrative processes.

Skills

Customer service

Call centre

Appointment-setting

Telephone communication

Organisational skills

Attention to detail

Outgoing sales (advantage)

Tools

CRM experience

Job description

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Triton Hearing | Auckland Support Office | Hybrid Working

Do you enjoy helping people, building relationships and making a genuine difference in customers' lives?

At Triton Hearing, we're passionate about helping New Zealanders reconnect with the sounds that matter most. We're looking for a customer-focused and proactive Contact Centre Specialist to join our Customer Service Centre team, where you'll play an important role in creating an exceptional experience for our clients from their very first interaction.

About the Role

As our Contact Centre Specialist, you'll be the voice of Triton Hearing, supporting clients across New Zealand while ensuring our clinic appointment diaries are optimised and our customers receive outstanding service every step of the way. You'll combine customer care, appointment management, problem solving and administrative excellence to help deliver life-changing hearing healthcare

No two days are the same. You'll be engaging with existing and prospective clients, managing enquiries, booking appointments, supporting hearing aid maintenance enquiries, and helping clients navigate funding and service options

What You'll Be Doing

• Booking high-quality appointments across our nationwide clinic network
• Taking inbound calls from existing and prospective clients
• Making outbound calls to clients following hearing tests, enquiries and campaigns
• Responding to email and voicemail enquiries
• Assisting with hearing aid repairs, maintenance advice and general hearing health information
• Supporting clients with funding and insurance enquiries
• Maintaining accurate client records and administrative processes
• Providing a personalised and professional customer experience at every interaction
• Contributing ideas and initiatives for continuous improvement within the team

What We're Looking For

You'll thrive in this role if you're a confident communicator who genuinely enjoys helping people.

Ideally, you'll bring:

• Previous experience in a customer service, call centre or appointment-setting role
• Strong telephone communication skills and a professional manner
• The confidence to build rapport quickly and handle a variety of customer conversations
• Excellent organisational skills and attention to detail
• Solid computer literacy and the ability to learn new systems
• Experience managing appointments or diaries (advantageous)
• Outbound sales experience (beneficial but not essential)
• The ability to explain information clearly and compassionately to a wide range of clients

Why Join Triton Hearing?

At Triton Hearing, we believe our people are key to our success. You'll be joining a supportive and collaborative team that is committed to improving lives through better hearing.

We offer:

• Ongoing training and professional development
• Supportive and inclusive team culture
• Opportunities to grow within a global organisation backed by Sonova
• Meaningful work that positively impacts the lives of New Zealanders every day

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.