Customer Support Specialist

Sonova
United States
Workplace: RemoteFull timeUSD 20 - 25 hourlyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Active listening","Empathy","Attention to detail","Interpersonal savvy"]

Provide customer support for sales efforts through phone/email and other channels, handling inquiries, resolving issues, and maintaining accurate customer records. Investigate shipment, returns, credits, and orders, manage complaints to resolution, and escalate complex or specialized concerns to the right teams. Work cross-functionally to deliver an excellent customer experience while meeting KPIs, using tools like SAP and Salesforce.

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FursaFursa
Sonova
Sonova
3 days ago

Customer Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide customer support for sales efforts through phone/email and other channels, handling inquiries, resolving issues, and maintaining accurate customer records. Investigate shipment, returns, credits, and orders, manage complaints to resolution, and escalate complex or specialized concerns to the right teams. Work cross-functionally to deliver an excellent customer experience while meeting KPIs, using tools like SAP and Salesforce.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve customers via phone, fax, mail, and/or email by determining needs, answering inquiries, resolving problems, and fulfilling requests.
  • •Resolve problems by clarifying issues, researching options, implementing solutions, and escalating when needed.
  • •Redirect complex or specialized concerns to the appropriate team (e.g., audiology inquiries, technical product support).
  • •Investigate and resolve issues related to shipments, returns, credits, and orders.
  • •Handle customer complaints with urgency and coordinate cross-functionally for an effortless customer experience while meeting KPIs.

Pay and Benefits

Salary: USD 20 - 25 hourly
Perks:Health InsuranceDentalVision401kLife InsuranceDisability CoveragePaid LeavePaid HolidaysParental LeaveHearing Aid

Key Requirements

  • •2+ years B2B customer service OR 3+ years B2C customer service experience
  • •2+ years SAP experience; Salesforce.com experience is a plus
  • •High school diploma or equivalent; some college preferred
  • •Strong written and verbal communication with active listening
  • •Proficiency with Microsoft Excel, Outlook, Teams, Word, and PowerPoint; conversational Spanish preferred
Experience:B2B customer serviceB2C customer service
Education:High School
Skills:CommunicationActive listeningEmpathyAttention to detailInterpersonal savvy
Languages:Spanish
Tech Stack:SAPSalesforce.comMicrosoft ExcelMicrosoft OutlookMicrosoft TeamsMicrosoft WordMicrosoft PowerPointPhoneEmailFax

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