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 prospect to engage fully with the world around them.

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.

Bilingual Customer Service Representative (English and French)
Mon- Fri| 8AM – 5PM

This Bilingual Customer Service Representative is responsible for supporting the sales effort of the company, serving as: customer liaison and exists to create a collective purpose as the backbone of the Phonak Canada infrastructure. The aim is to create a hallmark of excellence by providing both exceptional service and proactive interdepartmental support, while continually challenging ourselves to maximize efficiency.

Responsibilities:

Serves customers via phone, fax, mail or e-mail by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles

Resolves problems by clarifying issues, researching and exploring answers, and alternative solutions, implementing solutions, and escalating unresolved problems

Redirects complex or specialized concerns to appropriate team for follow up (e.g. – Audiology inquiries, technical product support, etc.) when applicable

Investigates and resolve problems related to shipment of product, returns, credits and orders

Liaises with all departments to ensure order fulfilment

Process written and oral BTE and ITE orders

Prepares quotes on hearing aids





Tracks orders, advises of out-of-stock situations

Communicates company policies and pricing per price and policy guide

More about you:

Effective written and verbal communication

Experience working in a call center environment is required.

Ability to adapt to a variety of situations

Strong typing proficiency and computer skills

Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface

Experience using Salesforce and ERP is preferred.

Must be fluent in English and French

What we offer:

Exciting and challenging work environment

Collaborative culture

Opportunities for continuous self-improvement

Opportunities for flexible hybrid model work environment

A company that values diversity and inclusion

Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions

Mentorship program and career development plans

This role's pay rate is: $50,000 - $60,000 CAD annually.

Sonova Canada is now a certified Great Place to Work® May 2024- May 2025.

How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

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📌 Bilingual Customer Service Representative (English and French) (Ontario)
🏢 Sonova Group
📍 Ontario