Customer Support Specialist at Sonova, providing customer service and support. Handling inquiries, resolving issues, and maintaining customer records in a dynamic environment.
About the role
- Customer Support Specialist for Coda managing inquiries via multiple digital platforms. Collaborating with teams to deliver efficient solutions while contributing to client success.
Responsibilities
- Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
- Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
- Collaborate with internal teams to escalate and resolve complex customer issues.
- Stay updated on company products, services, and policies to provide informed and accurate support.
- Monitor customer feedback from digital platforms and share insights for process improvements.
- Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback.
- Proactively develop a strong understanding of the gifting sector and the clients we support.
- Ensure response times meet service-level agreements (SLAs) and quality benchmarks.
Requirements
- Proven experience in customer support or client servicing, preferably managing digital communication platforms.
- Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
- Proficiency in English for effective communication.
- Strong written communication skills with a customer-first approach.
- Proficient in using with CRM tools and ticketing systems such as Zendesk preferred
- Excellent problem-solving skills, highly organised with exceptional attention to detail.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Willingness to work in shifts, including weekends and holidays, as needed.
Benefits
- We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes.
- Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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