Bilingual Customer Service Representative (English and French)

Bilingual Customer Service Representative

This Bilingual Customer Service Representative is responsible for supporting the sales effort of the company, serving as: customer liaison and exists to create a collective purpose as the backbone of the Phonak Canada infrastructure. The aim is to create a hallmark of excellence by providing both exceptional service and proactive interdepartmental support, while continually challenging ourselves to maximize efficiency.

Responsibilities:

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

More about you:

1. Effective written and verbal communication
2. Experience working in a call center environment is required.
3. Ability to adapt to a variety of situations
4. Strong typing proficiency and computer skills
5. Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface
6. Experience using Salesforce and ERP is preferred.
7. Must be fluent in English and French

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

What we offer:

1. Exciting and challenging work environment
2. Collaborative culture
3. Opportunities for continuous self-improvement
4. Opportunities for flexible hybrid model work environment
5. A company that values diversity and inclusion
6. Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions
7. 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.