Customer Service Associate (Warrington, United Kingdom) at Sonova

As a Customer Service Associate, you’ll be the first point of contact for our valued customers, delivering exceptional service, building lasting relationships, and representing Sonova with professionalism and care. You’ll play a crucial role in maintaining the personal connection between our brand and the people who rely on our products every day.

Key Responsibilities

• Deliver consistent, high-quality customer service via phone, email, and other channels, ensuring customer satisfaction and loyalty.
• Accurately process orders and provide detailed product and service information.
• Resolve customer inquiries, complaints, or issues efficiently, with a focus on first contact resolution.
• Act as a trusted liaison between customers and internal teams, ensuring smooth communication and issue tracking.
• Build and maintain strong, trust-based relationships with customers by understanding their needs and providing tailored solutions.
• Record and manage customer interactions using relevant systems while ensuring data accuracy and confidentiality.
• Collaborate with team members to identify process improvements and contribute to service excellence.
• Uphold company values, policies, and standards while advocating for customers and supporting those with hearing loss.

Your Profile

• Proven customer service experience with a strong passion for helping others.
• Confident communicator with excellent interpersonal and conflict resolution skills.
• Organised and detail-oriented, able to manage multiple tasks and priorities effectively.
• Technically adept, with experience using customer service systems (e.g., SAP, Salesforce preferred).
• Demonstrates emotional intelligence and composure in challenging situations.
• Open to feedback, with a strong desire for continuous learning and self-development.
• Reliable, conscientious, and committed to achieving high standards of accuracy and service.
• Brings a sense of humour, adaptability, and a team-first mindset to a dynamic work environment.

Applicants must have the right to work in the UK.