Manager, Customer Service (ONSITE)

Manager, Customer Support (ONSITE)

Purpose of role: Responsible for direct management of Government Support Customer Support team within the Customer Success organization.

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• A company that values diversity and inclusion
• Sonova’s outstanding opportunities and career growth

 

Main Tasks and Responsibities:

 

• Manage a team of Supervisors and Individual contributors and coach/train to deliver high performance

• Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns
• Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak
• Act as a resource to sales, training, workforce/quality management
• Explore opportunities to improve capacity, utilization, and drive superior Customer Support.  Offer innovative solutions to issues that impact our employees and customers
• Improve performance by raising efficiency and exploring new technology and process improvements
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Organize staff to support workforce management, customer call patterns and new product introduction.  Delegation of work responsibilities
• Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition.
• Work with Product Management
• Handle escalated and complex customer inquiries/concerns
• Manage, motivate, engage, and develop Service Team
• Responsible for recruiting and hiring of new personnel
• Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment

 

Education and Skillset:

• High School diploma or equivalent work experience
• Bachelor’s Degree preferred
• Minimum 2 year of management experience
• Minimum 5 years’ experience in a Customer Support environment or relevant work experience
• Proven ability to manage and motivate employees
• Driven, self-motivated, and results oriented
• Passionate about servicing customers
• Problem analysis and resolution skills
• Strong written/verbal communication, organizational, and planning skills
• SAP and Sales Force.com experience a plus
• Previous experience with Work Force Management system
• Demonstrated ability to adjust priorities and mange time in a fast paced environment

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

 

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does