Customer Support Coordinator

September 28

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GN Group

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Telecommunications • Consumer Electronics • Artificial Intelligence

GN Group is a global leader specializing in audio solutions and hearing aids, operating under the brand names Jabra and SteelSeries among others. The company is focused on providing innovative technology solutions inspired by people, with a strong emphasis on sustainability and corporate responsibility. GN Group's business encompasses consumer electronics, professional audio equipment, and telecommunication systems, with an emphasis on integrating artificial intelligence to enhance human interaction. The group provides cutting-edge products such as gaming audio devices and next-generation hearing aid technology, aiming to bring people closer through superior sound and connectivity solutions.

5001 - 10000 employees

Founded 1869

📡 Telecommunications

🤖 Artificial Intelligence

📋 Description

• Complete inbound work in an omnichannel support environment, focusing on phone interactions while also supporting customers via email, live chat, and other digital channels • Independently complete administrative tasks according to standard operating procedures with a focus on accuracy and positive customer experience • Schedule and reschedule customer appointments • Process order cancellations, returns, and warranties • Provide customers with shipping and order statuses • Place orders for additional supplies • Develop and maintain product knowledge to provide Level 1 Product Support information to customers • Guide customers with empathy and patience, leveraging knowledge of Jabra Hearing services • Meet department performance KPIs and productivity benchmarks; adhere to time and attendance expectations • Ensure customer privacy and security; follow customer verification, data security, and compliance procedures • Act as an ambassador of Jabra Hearing’s culture of empathy, accessibility, and innovation • Report to a Customer Experience Manager and perform other duties as assigned

🎯 Requirements

• 1+ years of experience in a customer-facing support role (such as healthcare, telehealth, or high-touch service) • Demonstrated ability to effectively resolve customer concerns with empathy, patience, and professionalism • Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus • Comfort working independently and efficiently in a fast-paced, high-touch support environment • Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails • Proficiency in Spanish preferred • Remote workspace that meets Home Office Requirements (reliable broadband/Wi‑Fi 6 or 7; quiet, private space) • Ability to work a 4x10 schedule with shifts Monday–Saturday between 8 AM and 8 PM ET (typical start 8–10 AM ET); training requires Monday–Friday 10 AM–6 PM ET for 2–3 weeks

🏖️ Benefits

• Competitive compensation ($20.00 to $24.00 per hour) • 401k plan with 4% match • Medical insurance • Vision insurance • Dental insurance • Basic life and disability insurance • 12 weeks paid parental leave • Paid time off (up to 15 days vacation, ~8 days sick & safe time) • Up to 9 company holidays annually • Monthly wellness stipend