Customer Service Advisor

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

Job summary

A leading hearing solutions provider in Cambridge is seeking a Customer Support Specialist to assist patients with technical inquiries and support. This full-time position involves troubleshooting devices, processing orders, and ensuring a positive experience for patients. Ideal candidates will have strong communication skills and experience with technical support. The role offers a supportive team environment and opportunities for professional growth.

Benefits

Opportunities for career growth

Supportive team environment

Work with life-changing technology

Qualifications

• Experience in providing excellent support via phone and email.
• Strong ability to troubleshoot product issues and guide users effectively.
• Experience with handling sensitive patient data responsibly.

Responsibilities

• Serve as the first contact for patients, addressing technical questions.
• Process orders, returns, and warranty requests accurately.
• Guide patients through troubleshooting and device setup.

Skills

Technical product inquiries

Communication skills in English

Microsoft Office (Excel)

Empathy

Tools

SAP

CRM

Microsoft Outlook

Job description

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You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Cambridge, United Kingdom

Customer Service Advisor

159655

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

Requirements

• 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

• 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.

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 guaranteeevery 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.