Customer Service Supervisor (Alicante, Spain)

Sonova
Spain
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Problem-solving","Continuous improvement"]

Lead and develop the Customer Service Front Office team to deliver outstanding customer experiences. Monitor customer service KPIs and drive continuous improvements to enhance quality, efficiency, and satisfaction. Serve as the first escalation point for complex enquiries, complaints, and service requests, while managing daily operations and workforce priorities. Collaborate closely with Sales, Logistics, Audiological Support, and Back Office to deliver seamless customer solutions and ensure compliance with policies, quality standards, and reporting.

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FursaFursa
Sonova
Sonova
13 hours ago

Customer Service Supervisor (Alicante, Spain)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead and develop the Customer Service Front Office team to deliver outstanding customer experiences. Monitor customer service KPIs and drive continuous improvements to enhance quality, efficiency, and satisfaction. Serve as the first escalation point for complex enquiries, complaints, and service requests, while managing daily operations and workforce priorities. Collaborate closely with Sales, Logistics, Audiological Support, and Back Office to deliver seamless customer solutions and ensure compliance with policies, quality standards, and reporting.
Location: Spain
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop the Customer Service Front Office team to deliver outstanding customer experiences.
  • •Monitor customer service KPIs and implement improvements to enhance service quality, efficiency, and customer satisfaction.
  • •Escalate and resolve complex customer enquiries, complaints, and service requests.
  • •Manage daily operations and workforce priorities to ensure consistent service delivery during peak periods.
  • •Collaborate cross-functionally with Sales, Logistics, Audiological Support, and Back Office to deliver seamless customer solutions.
Travel: Low travel

Key Requirements

  • •Bachelor's degree or equivalent experience in Business Administration, Customer Experience, or a related field.
  • •3–5 years of 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.
  • •Fluent Spanish (native) and professional working proficiency in English.
Experience:3-5 years
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementProblem-solvingContinuous improvement
Languages:SpanishEnglish
Tech Stack:Microsoft OfficeSAP/ERPCRM platformsSalesforceReporting tools

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website