Customer Support Specialist

Sonova AG

3d•$20 - $26•Remote

About The Position

The Customer Support Specialist (CSS) supports the sales efforts of the organization by delivering exceptional customer service across multiple channels. This role is the backbone of the Customer Success function, ensuring a seamless customer experience while resolving inquiries, managing orders, and supporting internal teams.

Requirements

High school diploma or equivalent required; some college preferred
2+ years of B2B customer service or 3+ years of B2C experience
Strong communication, problem-solving, and organizational skills
Ability to manage high call volume with professionalism and efficiency
Experience with SAP and Microsoft Office tools preferred
Strong attention to detail and customer-first mindset
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Responsibilities

Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requests
Handle a high volume of inbound calls (60–80+ daily) while maintaining strong service levels
Investigate and resolve issues related to orders, shipments, returns, credits, and billing
Communicate company policies, pricing, and product information to customers
Support order tracking, backorder management, and case management within assigned territories
Maintain accurate customer data and documentation in systems such as SAP and CRM tools
Collaborate cross-functionally to ensure an effortless customer experience
Meet or exceed established KPIs and performance metrics