Bilingual Customer Care & Sales Support (EN/FR)

Sonova Group; United States; Remote; USD 35,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Collaboration culture

Wellness benefits

Mentorship program and career dev

Job summary

Sonova Canada is seeking a Bilingual Customer Service Representative in the Greater Toronto Area, onsite, Monday–Friday, 8 AM to 5 PM. You will support sales efforts, serve as a customer liaison, and help maintain customer profiles.

You will handle inquiries by phone, email, or mail; resolve issues; coordinate with Audiology, technical product support; process orders; and prepare quotes for hearing aids. Fluency in English and French is required, with strong computer and typing skills and

Qualifications

• Fluent in English and French; strong written and verbal communication.
• Experience in a call center environment is required.
• Proficient typing and computer skills are essential.
• Experience with Salesforce and ERP is preferred; MS Office suite skills are expected.

Responsibilities

• Serve customers via phone, fax, mail or e-mail by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
• Resolves problems by clarifying issues, researching and exploring answers, and alternative solutions, implementing solutions, and escalating unresolved problems.
• Redirects complex or specialized concerns to appropriate team for follow up (e.g. Audiology inquiries, technical product support).
• Investigates and resolve problems related to shipment of product, returns, credits and orders.
• Liaises with all departments to ensure order fulfilment.
• Process written and oral BTE and ITE orders.
• Prepares quotes on hearing aids.
• Tracks orders, advises of out-of-stock situations.
• Communicates company policies and pricing per price and policy guide.

Skills

Bilingual English/French

Effective communication

Call center experience

Typing proficiency

Adaptability

Microsoft Office proficiency

Tools

Salesforce

ERP

Excel

Outlook

Teams

PowerPoint

Job description

Sonova Canada is seeking a Bilingual Customer Service Representative in the Greater Toronto Area, onsite, Monday–Friday, 8 AM to 5 PM. You will support sales efforts, serve as a customer liaison, and help maintain customer profiles.

You will handle inquiries by phone, email, or mail; resolve issues; coordinate with Audiology, technical product support; process orders; and prepare quotes for hearing aids. Fluency in English and French is required, with strong computer and typing skills and