Customer Service Supervisor

Presencial en Alicante·Añadida hace 2 días

Sonova

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Trabajar presencialmente en Alicante
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Esta oferta está publicada en inglés.

El puesto

As our Front Office Supervisor, you'll play a key role in delivering an exceptional customer experience while leading and developing a high-performing Customer Service team. Working closely with Sales, Logistics, Audiological Support and Back Office teams, you'll ensure customer enquiries are resolved efficiently, service levels remain high and operational excellence is achieved every day.

Qué harás

Lead, coach and develop the Customer Service Front Office team to deliver outstanding customer experiences.
Monitor customer service KPIs and implement improvements that enhance service quality, efficiency and customer satisfaction.
Act as the first point of escalation for complex customer enquiries, complaints and service requests.
Manage daily operations and workforce priorities to ensure consistent service delivery during peak periods.
Collaborate with Sales, Logistics, Audiological Support and Back Office teams to deliver seamless customer solutions.
Identify opportunities to improve processes, customer journeys and operational performance through continuous improvement initiatives.
Ensure compliance with company policies, quality standards and reporting requirements while contributing to cross-functional projects.

More about the role

More about you

Essential

Requisitos

Qué buscan

Bachelor's degree or equivalent experience in Business Administration, Customer Experience or a related field.
3-5 years' experience in Customer Service, including team coordination or leadership responsibilities.
Proven experience leading and developing high-performing teams.
Strong knowledge of customer service operations, KPI management, complaint handling and process improvement.
Excellent communication, stakeholder management and problem-solving skills.
Fluent Spanish (native level) and professional working proficiency in English.
Proficiency in Microsoft Office, SAP/ERP systems, CRM platforms and reporting tools
Up to 10% travelling within the country

Se valorará

Preferred

Training or certification in Customer Service, Customer Experience (CX) or Team Management.
Experience within the medical devices or healthcare industry.
Knowledge of Lean principles and customer experience methodologies.
Experience managing organisational change or continuous improvement projects.
Familiarity with Salesforce or advanced data analysis tools.

Sobre Sonova

Sonova es un líder mundial con sede en Suiza en soluciones para el cuidado de la audición, que ofrece audífonos innovadores, implantes cocleares y servicios de atención audiológica. La empresa opera a través de marcas reconocidas como Phonak y Sennheiser, y tiene como objetivo mejorar la vida de 30 millones de personas para 2030/31 mediante la tecnología y el servicio al cliente. Con un fuerte enfoque en la investigación y el desarrollo, Sonova combina la excelencia en ingeniería con un enfoque centrado en el paciente para la salud auditiva.

Sector: Hearing Care and Medical Devices
Fundación: 1947
Plantilla: 10,000–20,000
Sede: Stäfa, Switzerland
En España: Barcelona, Alicante
Web: sonova.com

Datos prácticos

Sonova tiene oficinas en Barcelona y Alicante, España, ofreciendo puestos en ventas, TI y operaciones.
La empresa es un líder mundial en el cuidado de la audición, proporcionando oportunidades para trabajar con IA avanzada y tecnología de audio.
Las ubicaciones españolas de Sonova forman parte de su estructura regional EMEA y Latam, ofreciendo exposición internacional.
La empresa hace hincapié en la innovación y el servicio al cliente, con la misión de mejorar la salud auditiva en todo el mundo.

En sus propias palabras

Sobre la empresa y el equipo

In return for your leadership, customer focus and passion for continuous improvement, you'll join a collaborative team where your ideas are valued, your development is supported and your work makes a meaningful difference to people's lives.

More about what we offer

As one of the world's leading hearing care providers headquartered in Switzerland, we're committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.

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