Sonova AG
Consumer Experience Center (CXC) Specialist - French & English
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Team: EMEA CXC
Office Location: Marlow, UK
At Sennheiser Consumer Hearing, we design and deliver premium audio products, including award-winning headphones, earbuds, and soundbars used by consumers around the world.
About the Role
As a Consumer Experience Center Specialist, you will play a key role in supporting consumers throughout their journey with our products, helping them resolve technical challenges, answering product-related questions, and delivering outstanding service that builds lasting brand loyalty.
This position combines technical troubleshooting, customer support, and consumer advocacy, supporting consumers across the EMEA region while collaborating with international teams and stakeholders across the business.
To learn more about Sennheiser Consumer Hearing and our products, visit: https://www.sennheiser-hearing.com
Your Responsibilities
- Provide expert technical support to consumers and troubleshoot technical issues
- Provide support across every stage of the consumer journey, from product selection and purchase through to technical support, service, repairs, and warranty resolution
- Handle complex and escalated consumer inquiries, taking ownership from initial contact through to resolution
- Perform root cause analysis and identify opportunities to improve processes and consumer experience
- Collaborate closely with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams
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What You'll Bring
- Experience in technical support, customer service, consumer experience, or a similar consumer-facing role. Ideally within consumer electronics or technology products
- Fluency in English and French, both written and spoken
- Strong technical troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex issues
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to consumers
- Strong attention to detail and the ability to accurately assess and manage consumer cases
- Experience taking ownership of consumer cases, managing them effectively through ticketing or CRM systems from initial contact to resolution
- A collaborative mindset and the ability to work effectively with teams across different functions
- A passion for technology, premium consumer electronics, or audio products
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What We Offer
- The opportunity to be part of a globally recognised premium audio brand, supporting award-winning headphones, earbuds, and soundbars
- Early access to new product launches and hands-on product experience
- A supportive and collaborative team, with opportunities to work with international stakeholders across the business
- Structured onboarding and extensive product training
- Exposure to a wide range of business functions, including Product Management, E-Commerce, Logistics, Finance, and Supply Chain #LI-NB1
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