Customer Support Specialist

Sonova
United States
Workplace: OnsiteFull timeUSD 20 - 25 hourlyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Communication","Empathy","Active listening","Attention to detail","Resilience"]

Respond to customer inquiries via phone, email, fax, and mail to resolve issues and fulfill requests, improving overall customer experience. Investigate shipment, return, credit, and order problems; support billing, pricing, warranty, order status, tracking, backorders, and web services. Handle complaints with urgency, maintain accurate customer accounts, collaborate cross-functionally, and meet customer service KPIs.

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FursaFursa
Sonova
Sonova
14 hours ago

Customer Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Respond to customer inquiries via phone, email, fax, and mail to resolve issues and fulfill requests, improving overall customer experience. Investigate shipment, return, credit, and order problems; support billing, pricing, warranty, order status, tracking, backorders, and web services. Handle complaints with urgency, maintain accurate customer accounts, collaborate cross-functionally, and meet customer service KPIs.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
  • •Investigate and resolve issues related to shipments, returns, credits, and orders.
  • •Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
  • •Handle customer complaints with urgency and ensure resolution.
  • •Maintain accurate customer accounts and records, collaborate cross-functionally, and meet KPIs.

Pay and Benefits

Salary: USD 20 - 25 hourly
Perks:Health InsuranceDentalVision401kParental LeaveLife Insurance

Key Requirements

  • •High school diploma or equivalent (some college preferred).
  • •2+ years of B2B customer service or 3+ years of B2C customer service.
  • •Minimum 2 years of SAP experience.
  • •Proficiency in Microsoft Office Suite, Teams, and Salesforce.com.
  • •Strong written and verbal communication skills with empathy and attention to detail.
Experience:2+ yearsB2B customer serviceB2C customer service
Education:High School
Skills:CommunicationEmpathyActive listeningAttention to detailResilience
Languages:Spanish
Tech Stack:SAPMicrosoft Office SuiteMicrosoft TeamsSalesforce.comWeb services

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website