Consumer Experience Center (CXC) Specialist - French & English

Sonova
United Kingdom
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Attention to detail","Collaboration","Ownership"]

Support consumers across the EMEA region in a Consumer Experience Center, providing expert technical troubleshooting and resolving escalated product questions end-to-end. You’ll handle complex cases, take ownership through to resolution using ticketing/CRM systems, and perform root-cause analysis to improve processes and consumer experience. Collaborate with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain to ensure outstanding service and long-term brand loyalty.

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FursaFursa
Sonova
Sonova
1 day ago

Consumer Experience Center (CXC) Specialist - French & English

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support consumers across the EMEA region in a Consumer Experience Center, providing expert technical troubleshooting and resolving escalated product questions end-to-end. You’ll handle complex cases, take ownership through to resolution using ticketing/CRM systems, and perform root-cause analysis to improve processes and consumer experience. Collaborate with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain to ensure outstanding service and long-term brand loyalty.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide expert technical support and troubleshoot consumer product issues.
  • •Support consumers across the journey from product selection and purchase through service, repairs, and warranty resolution.
  • •Handle complex and escalated inquiries, taking ownership from initial contact through to resolution.
  • •Perform root cause analysis and identify opportunities to improve processes and consumer experience.
  • •Collaborate with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams.

Key Requirements

  • •Experience in technical support, customer service, consumer experience, or a similar consumer-facing role (ideally consumer electronics/technology).
  • •Fluency in English and French, both written and spoken.
  • •Strong technical troubleshooting and problem-solving skills to diagnose and resolve complex issues.
  • •Excellent written and verbal communication skills to explain technical concepts clearly to consumers.
  • •Experience taking ownership of consumer cases and managing them through ticketing or CRM systems.
Skills:CommunicationProblem-solvingAttention to detailCollaborationOwnership
Languages:EnglishFrench
Tech Stack:CRMTicketing

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