Customer Service Supervisor

On-site in Alicante·Added 2 days ago

Sonova

7 open roles

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What they ask for

Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work in English
English is required, per the ad.
Work on-site in Alicante
No relocation package mentioned.

The role

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.

What you'll do

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 the role

More about you

Essential

Requirements

What we're looking for

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

Nice to have

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.

About Sonova

Sonova is a Swiss-based global leader in hearing care solutions, offering innovative hearing aids, cochlear implants, and audiological care services. The company operates through well-known brands such as Phonak and Sennheiser, and aims to improve the lives of 30 million people by 2030/31 through technology and customer service. With a strong focus on research and development, Sonova combines engineering excellence with a patient-centered approach to hearing health.

Industry: Hearing Care and Medical Devices
Founded: 1947
Employees: 10,000–20,000
Headquarters: Stäfa, Switzerland
In Spain: Barcelona, Alicante
Website: sonova.com

Good to know if you are moving

Sonova has offices in Barcelona and Alicante, Spain, offering roles in sales, IT, and operations.
The company is a global leader in hearing care, providing opportunities to work with advanced AI and audio technology.
Sonova's Spanish locations are part of its EMEA & Latam regional structure, offering international exposure.
The company emphasizes innovation and customer service, with a mission to improve hearing health worldwide.

In their own words

About the company & team

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 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.

All open roles at Sonova