Customer Support Specialist
2 days ago
Sonova USA, Inc. is a leading provider of innovative hearing care solutions. Our mission is to help people enjoy the delight of hearing by developing, manufacturing, and distributing cutting-edge products and services.
Job Title: Customer Support SpecialistWe are seeking a highly skilled and customer-focused Customer Support Specialist to join our team. As a key member of our customer success infrastructure, you will be responsible for providing exceptional service and proactive support to our customers via various communication channels.
Main Responsibilities:- Serve customers via phone, email, and/or chat by determining requirements, answering inquiries, resolving problems, and fulfilling requests.
- Maintain a high inbound call answer rate and resolve problems by clarifying issues, researching, and implementing solutions.
- Redirect complex or specialized concerns to the appropriate team for follow-up when applicable.
- Investigate and resolve problems related to product shipment, returns, credits, and orders.
- Communicate company policies and pricing to customers.
- High school diploma or equivalent, some college preferred.
- Minimum 2 years' B2B Customer Service or minimum 3 years' B2C Customer Service experience.
- At least 2 years SAP experience.
- Strong typing proficiency and computer skills.
- Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
- Improving the quality of life of millions of people suffering from hearing loss.
- A challenging and motivating assignment as part of a dynamic team.
- Modern mindset and processes, accommodating flexible working conditions.
- Opportunities for further responsibilities and support for further training and development.
We are a company that values our employees and prioritizes their well-being. We believe in creating a work environment that is inclusive, engaging, and flexible. Our hybrid work model allows you to balance your work and personal life while contributing to a company that makes a difference in people's lives.
Benefits:- Medical, dental, and vision coverage.
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts.
- TeleHealth Options.
- 401k plan with company match.
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