Customer Service Advisor

Sonova; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization in Cambridge is seeking a Customer Support Specialist to provide expert assistance to patients using hearing technology. This full-time, permanent role involves addressing both technical and general inquiries through phone and email while ensuring a compassionate support experience. Ideal candidates possess strong communication skills, the ability to manage multiple tasks under pressure, and a genuine interest in helping individuals with hearing challenges. The position promises a supportive work environment with growth opportunities.

Benefits

Opportunities for career growth

Supportive team environment

Work with innovative technology

Qualifications

• Relevant customer service experience in a technical environment.
• Ability to handle and troubleshoot product issues effectively.
• Empathy and patience in supporting individuals with hearing difficulties.

Responsibilities

• Provide support to patients via phone and email.
• Process orders, returns, and warranty requests.
• Guide patients through troubleshooting and setup.

Skills

Customer service experience

Technical product support

Strong communication skills in English

Knowledge of Microsoft Office

Experience with SAP and CRM

Tools

SAP

Microsoft Office (Excel)

Job description

Overview

Are you passionate about helping people and making a real difference in their lives? We’re looking for a friendly, proactive, and empathetic Customer Support Specialist to join our supportive team. In this role, you’ll be the first point of contact for patients, guiding them through both simple and technical questions about our innovative hearing solutions. From troubleshooting devices to processing orders, you’ll play a key role in ensuring every patient feels heard, cared for, and confident using their technology.

This is a permanent, full-time role in a collaborative organisation where every day brings variety, purpose, and the chance to grow.

Responsibilities

• Providing excellent support to patients via phone and email, answering both technical and general questions
• Processing orders, returns, and warranty requests with care and accuracy
• Preparing and handling devices (e.g., replacements, loan units) so patients receive timely solutions
• Guiding patients through troubleshooting and device setup in a calm, supportive way
• Using SAP, CRM, and Microsoft Office tools (especially Outlook and Excel) to keep records and workflows on track
• Staying adaptable to new products, processes, and technologies
• Handling sensitive patient data responsibly and confidentially

Your Profile

• Relevant customer service experience
• Experience in technical product enquires/product support
• Experience with product issues and troubleshooting
• Strong communication skills in English (written and spoken)
• Confidence under pressure, with the ability to juggle tasks without losing attention to detail
• Good knowledge of Microsoft Office, especially Excel (VLOOKUP experience is helpful)
• Experience with SAP and CRM systems is an advantage
• Empathy, patience, and a genuine interest in supporting people with hearing difficulties
• A positive, solution-focused approach and willingness to learn
• Comfortable working independently, but also a team player

(Relevant education or experience is valuable, but we welcome a variety of backgrounds—if you bring the right attitude and skills, we’d love to hear from you.)

What we offer

• Join a welcoming, professional, and supportive team
• Work with life-changing hearing technology that helps people connect with the world
• Opportunities to learn, grow, and develop your career in a global organisation
• A workplace that values inclusion, collaboration, and making a difference
• The chance to have a meaningful impact on patients’ everyday lives

Applicants must have the right to work in the UK

Please note: We only consider direct applications for this position

Sabrina Bortolussi, Talent Acquisition Manager is looking forward to receiving your complete application (including cover letter, CV, references, and certificates) via our online application platform.