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Bilingual Client Services Representative - Bernafon

Canada
Kitchener

Overview

Job Title: Client Services Specialist Representative

Job Code:

Job Family: Client Services

Issued:

Purpose of the Position:

To provide a high level of customer service support to the Company’s customers in order to ensure customer satisfaction. This is a hybrid position with an office location in Kitchener.

 

Responsibilities

  • Provide a high level of customer service to ensure customer satisfaction with the Company’s products and services through high volume of telephone calls and email.
  • Interact with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues.
  •  Establish and maintain productive working relationships with customers.
  • Process orders and liaise between Operations, Customer Service, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily.
  • Prepare appropriate paperwork where necessary.
  • Enter customer complaints and problems regarding services, products, billings and issues resulting in appropriate resolution. May require assistance from the Audiology team when appropriate.
  • Develop broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet Company goals.
  •  Maintain accurate records and process adherence
  •  Provides elevated service to internal team, acts as a mentor based on experience
  •  Supporting customers and team through different programs ie: call monitoring, concierge program, QCing new CSRs orders· Provide basic product and technical assistance to customers.
  •  Participate in product launches/customer events when needed.
  • Follow-up with customers on production queries as they relate to specific orders.
  •  Provide backorder status to customers. ·
  • Assist other team members in the Client Service department when necessary. ·
  • May perform special projects as required.

Qualifications

  • 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 as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Education and 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 to interact with customers.
  • Bilingual in both English and French required.

About Demant

Demant is a world-leading hearing healthcare and technology group built on a heritage of care, health, and innovation since 1904. The Group offers innovative technologies, solutions, and expertise to help people hear better. In every aspect, from hearing care, hearing aids and hearing implants to diagnostic equipment and services and audio solutions, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 21,000 people globally and is present with solutions in 130 countries where we create life-changing hearing health and high-end audio and video solutions. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.

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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