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
A company that values diversity and inclusion
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
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.
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.
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Skills Required