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About the Role
As a Tech 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.
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
Requirements
- Experience in technical support, customer service, consumer experience, or a similar consumer-facing role. Ideally within consumer electronics or technology products
- 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
- Fluency in English
- French is an advantage
Skills
- Technical troubleshooting
- Problem-solving
- Written communication
- Verbal communication
- Attention to detail
- Case management
- Ticketing systems
- CRM systems
- Collaboration
Location
- Marlow, UK
Work Type
- Hybrid
- Full remote possibility
Benefits
- Opportunity to be part of a globally recognised premium audio brand
- Early access to new product launches
- Hands-on product experience
- Supportive and collaborative team
- Opportunities to work with international stakeholders
- Structured onboarding
- Extensive product training
- Exposure to a wide range of business functions
About the Company
- At Sennheiser Consumer Hearing, we design and deliver premium audio products, including award-winning headphones, earbuds and soundbars used by consumers around the world.