Overview

In this role you will lead the Customer Service Front Office to deliver outstanding experiences while guiding a high-performing team. You will partner with Sales, Logistics, Audiological Support and Back Office to ensure smooth, reliable service and daily operational excellence. You’ll address complex inquiries, monitor KPIs, and drive improvements to customer journeys. This opportunity combines people leadership with a meaningful impact in a mission-driven, collaborative environment.

Compensaciones / Incentivos

- hybrid working model
- training opportunities
- growth opportunities with development plans

Responsabilidades

- Lead, coach and develop the Front Office team to deliver exceptional customer experiences
- Monitor and improve customer service KPIs to boost quality and satisfaction
- Serve as first escalation point for complex inquiries, complaints and service requests
- Manage daily operations and priorities to ensure reliable service during peak periods
- Collaborate with Sales, Logistics, Audiological Support and Back Office for seamless solutions




- Identify opportunities to streamline processes and enhance customer journeys
- Ensure compliance with policies, quality standards and reporting
- Contribute to cross-functional projects and continuous improvement initiatives

Requisitos principales

- Bachelor's degree or equivalent in Business Administration, Customer Experience or related field
- 3–5 years' experience in Customer Service with team coordination or leadership
- Proven track record in leading high-performing teams
- Strong knowledge of customer service operations, KPI management, complaint handling and process improvement
- Excellent communication, stakeholder management and problem-solving skills
- Fluency in Spanish (native level) and professional English proficiency
- Proficiency in Microsoft Office, SAP/ERP systems, CRM platforms and reporting tools
- Willingness to travel up to 10% within the country

- communication
- stakeholder management
- problem-solving
- Microsoft Office
- SAP/ERP systems
- CRM platforms

📌 Customer Service Supervisor - Sonova (Alicante (Alacant))
🏢 Sonova
📍 Alicante (Alacant)