Bilingual(French/English) Client Service Representative - Kitchener, ON. - Hybrid

Demant Canada

Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss
connect and communicate with the world around them. For more than a century, the Demant Group has played a vital
part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect,
from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active
and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant
part of the Group.

The successful candidate will provide a high level of customer service support in both English and French to ensure customer satisfaction. This role requires strong communication skills to effectively assist customers with inquiries, orders, and service-related needs. This is a hybrid position with an office location in Kitchener, Ontario.

How you will Make an Impact:

Customer Support

• Respond to a high volume of customer inquiries via phone and email
• Assist with order placement, status updates, rush requests, warranties, and repairs
• Provide basic product and technical support
• Resolve customer issues and complaints in a timely and professional manner
• Maintain strong knowledge of products, services, programs, and relevant regulations to provide accurate and effective support to customers

Order Management

• Process and track orders accurately using Navision
• Coordinate with Operations, Audiology, Finance, and Distribution teams
• Ensure all customer requirements are met through proper follow-up
• Provide backorder updates and production status to customers

Team Collaboration & Support

• Build strong relationships with customers and internal teams
• Support team initiatives such as call monitoring, concierge programs, and quality checks
• Mentor and assist newer team members when needed
• Participate in product launches and customer events when needed

Administrative & Quality Tasks

• Maintain accurate records and documentation
• Prepare necessary paperwork and reports
• Ensure adherence to internal processes and quality standards
• Contribute to continuous improvement initiatives and special projects

What You Will Need:

To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. This role requires the individual to handle a high volume of telephone and email communication with customers in both English and French as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Related Experience:

A high school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred.

Excellent verbal and written communication skills in both English and French to interact with customers.

What We Offer:

• Competitive salary
• Excellent medical benefits; including dental, vision and health, Employee Assistance Program
• Paid vacation
• Dynamic work atmosphere
• RRSP Matching

Accommodation

Demant is committed to building an inclusive environment and will provide accommodations in accordance with
the AODA (Accessibility for Ontarians with Disabilities Act). Please clearly indicate in your application any
accommodations you will require throughout the recruitment process.
While we appreciate the interest of all applicants, only those selected for an interview will be contacted.

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