Remote Customer Support Specialist - Hearing Health

Sonova USA, Inc.; United States; Remote; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Paid holidays

PTO and Diversity Day

Job summary

Sonova USA, Inc. is seeking a Remote Customer Support Specialist to back our sales efforts through multi-channel customer contact. You will be the backbone of the Customer Success team, delivering exceptional service while collaborating across departments to maximize efficiency.

Minimum 2 years B2B/B2C experience, SAP knowledge, and strong communication skills are required. Proficiency with Excel/Outlook/Teams/Word/PowerPoint is expected; conversational Spanish is a plus.

Qualifications

• 2+ years B2B Customer Service or 3+ years B2C Customer Service experience
• High school diploma or equivalent; some college preferred
• Effective written and verbal communication; strong active listening skills
• Displays empathy, attention to detail, and interpersonal savvy
• At least 2 years SAP experience; Salesforce.com experience a plus
• Intermediate skills with Microsoft Excel, Outlook, Teams, Word, PowerPoint
• Conversational Spanish preferred

Responsibilities

• Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
• Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
• Redirect complex or specialized concerns to the appropriate team for follow-up
• Investigate and resolve problems related to the shipment of product, returns, credits, and orders
• Handle customer complaints with a sense of urgency and see through to satisfactory resolution
• Work cross functionally to ensure an effortless customer experience
• Ability to consistently meet stated KPIs

Skills

Communication

Empathy

Active listening

Spanish (conversational)

Education

High school diploma or equivalent

Some college preferred

Tools

SAP

Salesforce.com

Microsoft Excel

Outlook

Teams

Word

PowerPoint

Job description

Sonova USA, Inc. is seeking a Remote Customer Support Specialist to back our sales efforts through multi-channel customer contact. You will be the backbone of the Customer Success team, delivering exceptional service while collaborating across departments to maximize efficiency.

Minimum 2 years B2B/B2C experience, SAP knowledge, and strong communication skills are required. Proficiency with Excel/Outlook/Teams/Word/PowerPoint is expected; conversational Spanish is a plus.