Bilingual Customer Service Representative

Sonova AG•Mississauga, ON

21d•Hybrid

About The Position

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.

Requirements

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.

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).