Customer Service Supervisor

Sonova Group; Alicante; Híbrido; EUR 36.000 - 48.000; Jornada completa

Descripción de la vacante

Sonova is seeking a Customer Service Supervisor to lead the Front Office team and collaborate with Sales, Logistics, and Back Office to deliver exceptional customer experiences.

The role focuses on coaching, KPI monitoring, and continuous improvement to ensure high service quality and performance across the department.

Formación

• 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

Responsabilidades

• 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.

Conocimientos

Customer Service Leadership

KPI Management

Stakeholder Management

Problem Solving

Communication

Spanish

English

SAP/ERP

CRM platforms

Educación

Bachelor's degree

Herramientas

Microsoft Office

SAP/ERP

Descripción del empleo

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Customer Service Supervisor

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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.

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 the role

• 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 you

• 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

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.

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.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.