Job Description

At Sonova, your work can help transform people’s lives. As a leading provider of innovative hearing care solutions, we’re not just a company that makes products, we’re a team on a mission to help people experience the joy of sound.

Every day, we push the boundaries of audio technology so our customers can enjoy life without limitations. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.

We have an exciting opportunity to join our Customer Service team. You will be responsible for delivering exceptional levels of service over the phone and through email ensuring that every communication is both a professional and a positive experience for our customers. You will be responsible for confidently handing customer queries promptly, balancing the needs of customers and the business to truly deliver best in class customer service.

The Role

To deliver a high level of customer care consistently while placing orders, providing product and service information, understanding and respecting customers’ needs and managing their expectations carefully, maintaining excellent customer relationships.

To be a proud company ambassador and customer champion, maintaining the personal touch between us and our customers to protect and enhance our reputation.

To answer phones and respond to customer correspondence in a timely manner, with professional and clear answers to customer requests, complaints or suggestions, meeting or exceeding expectations to deliver service excellence and customer satisfaction.

To be responsible for shared success and your personal development, taking ownership of first contact resolution, improving your product knowledge, multi-tasking and resolving problems. Provide troubleshooting information to customers and colleagues, investigating and responding to complaints in a professional and timely manner, always understanding the customers perspective.

About the Role

• Deliver service excellence through great customer care, ensuring customers are recognised in everything you do
• Manage customer calls and correspondence effectively, with dedication, enthusiasm and appropriate service standards
• Act as a liaison, providing product/service information, assisting in sales, orders and colleague enquiries, resolving problems with accuracy and efficiency
• Identify, assess and understand customer needs to achieve satisfaction
• Demonstrate genuine desire to help customers and colleagues achieve success, through patient, passionate and positive communication and taking responsibility for resolution
• Put yourself in the customer’s shoes and advocate for them where appropriate, gathering and passing on feedback to help improve standards
• Be accountable for resolving problems and complaints, investigating where more information is needed, escalating where appropriate and recording information for analysis and continuous improvement
• Build sustainable relationships of trust, through consistent friendly and reliable service, managing expectations, effective explanations and open communication.
• Provide accurate, valid and complete information by using the right systems, methods and tools
• Keep accurate records of customer interactions, handle and protect data and information appropriately
• Complete all clerical, admin and system tasks with accuracy and efficiency, understanding all elements of the system and learning new skills where appropriate to avoid unnecessary call transfers
• Communicate complex business processes, products, features, functions and details to explain situations and improve the understanding of others
• Follow communication procedures, company guidelines and policies maintaining standards of excellence
• Take responsibility for the health, safety and wellbeing of yourself and others adhering to company guidelines
• Advocate as a company ambassador at all times, respecting and supporting the business mission by striving to do more and do better in your role, to ultimately support people who suffer with hearing loss.
• Be proud to be changing lives together at Sonova

What we offer

• Attractive salary and bonus potential, based on company and personal performance
• Five weeks holiday plus all UK bank holidays
• Employee Assistance Program, including financial planning guidance
• Team member recognition, will you be our next Sonova Star?
• Opportunities to grow with us
• Employee referral scheme
• Death in service benefit
• Health cash plan reimbursing you for the cost of dental, optical, prescription and other costs.
• Matched pension at 5% increasing with service
• Employee Hearing Care Scheme
• Friends & Family Hearing Care Scheme