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Sonova Holding AG, headquartered in Staefa, Switzerland, is the leading manufacturer of innovative hearing care solutions worldwide. The group operates through its core business brands - Phonak, Unitron, Advanced Bionics and Connect Hearing - and offers its customers one of the most comprehensive product portfolios in the industry – from hearing aids to cochlear implants to wireless communication solutions.

Founded in 1947, the company is currently present in over 90 countries across the globe and has a workforce of over 9,000 dedicated employees. It is a public company, traded on the SIX Swiss Exchange.

Phonak LLC, headquartered in Warrenville, IL, was founded in 1989 and is the largest group company within Sonova. It manufactures and distributes digital hearing instruments and wireless accessories to hearing health professionals throughout the United States.

Sonova / Warszawa / mazowieckie

CRM Customer Service & Support Specialist

We are looking for a dedicated team member to help our global CRM team in leveraging CRM with special focus on Customer Service and Support. The position is based in our Polish office, but you will be part of the global Sonova organization. In this important Business function, you will be the central go-to Business expert for all CRM-related Customer Service topics and the Salesforce Service Cloud tool - with a close collaboration with key stakeholders across the globe. In this role, you will evaluate, define and improve Customer Service and Support processes using CRM. You will also interact closely with our CRM IT department to maximize business value and business impact of the technical solutions we use. 

As you are part of the global team, you will travel regularly to the Headquarter in Switzerland, or to our local market organization (15 – 20% travel time).

Your tasks

  • Act as go-to person / expert for business process questions related to CRM / Salesforce Service Cloud,
  • Further build and improve a holistic Support landscape with Salesforce Service Cloud as one of the core elements. Goal is to provide a state-of-the art customer and consumer support experience, and to continuously improve our internal support processes,
  • Collaborate with local Salesforce Key Users and central Quality department to further develop Cases & Complaint handling process,
  • Define and implement processes to improve a Knowledge base within Salesforce,
  • Work on projects to integrate multiple interaction channels into Service Cloud Console (such as Live Chat, Web forms, etc.),
  • Contribute to our internal CRM training platform to improve usage of CRM-based Service and Support processes.

Your profile

  • Bachelor or higher degree in Business Administration, Management, or similar,
  • Proven knowledge of the Salesforce platform, with focus on Salesforce Service Cloud,
  • Work experience within a customer service or support role, ideally “front line”, in an international environment is a plus,
  • Independent, pro-active work-style, with the ability to lead global business projects, 
  • Ability to act as functional expert and business owner for the defined areas 
  • Self-driven team player with a positive attitude, fast perception, a customer-oriented approach and strong communication skills with all levels of organization,
  • Advanced MS-Office skills (especially Excel, Power Point),
  • Fluent written and spoken in English

Our offer

We can offer you a new challenge, with interesting tasks and much more – including an open corporate culture, flat hierarchies, support for further training and development and opportunities to take on responsibility. You work in an international, fast paced, cross-functional environment with strong relation to IT and digital transformation. 

In accordance with art. 6 (1) a. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’ I agree to have my personal data proceeded for the purposes of current and future recruitment processes in Sonova Warsaw Service Center Sp. z o. o. with its registered seat in Warsaw, address: ul. 17 Stycznia 45A, 02-146 Warsaw and Sonova AG with its registered seat in Stäfa address: Laubisrütistrasse 28, 8712 Stäfa, Switzerland. You have the right of access to your data and the right to rectify these data.

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