Customer Service Associate

Warrington, United Kingdom

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

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…