At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

As Inside Sales Representative you play an instrumental role in supporting our frontline partner DTC Sales agents in our mission to provide a world class customer experience. In addition, you play a crucial role in collaborating with other teams within Sonos as well as with external partners to ensure processes are well managed and appropriately communicated.

This position is ideal for an organized and detail-oriented individual who thrives in a fast-paced environment.

This role can be done from home or any of our offices across the UK. It’s about impact, not location.

What You’ll Do

• Provide clear and excellent sales support to new and existing customers, ensuring a high degree of customer satisfaction (CSAT).

• Support escalated customers through phone calls, emails, and chat. 

• Meet key performance indicators related to supporting frontline agents and escalations.

• Utilise proper CRM tools and systems with complete ownership of the customer support journey while ensuring a positive image of the company.

• Effectively coordinate with different types of customers, partner agents and departments within Sonos.

• Oversee projects end-to-end, ensuring successful execution from concept to delivery.

• Identify opportunities for process improvements and optimisation.

• Lead and supervise partner agents, fostering a collaborative, optimistic and efficient working environment.

• Provide and receive feedback to internal and external co-workers.

• Develop and maintain training materials, knowledge bases and reports with the aim to support our business strategies.

• Manage customer review platform moderation and responses, using translation tools.

• Occasionally, you will be required to travel, e.g. for on-site partner trainings or face-to-face team events.

What You’ll Need
 

Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria, we strongly encourage you to apply if interested.

Basic Qualifications

• Ability to communicate clearly and effectively and understand customer needs. 

• Ability to multitask between several tasks and programs. 

• Ability to provide excellent customer service while understanding the impact of quality targets, showing propensity for continuous learning and development.

• Ability to work in a fast-paced environment while under pressure engaging with brand loyalty.

• You are a decisive, sales-oriented individual who takes ownership of open issues and sees them through to resolution.

• You can work independently and as part of a team.

• You can provide a world-class customer experience while also being sales oriented. This includes maintaining a positive image of Sonos throughout all transactions.

• Strong verbal and written communication skills in English (any additional  languages are a bonus).

• You possess an ability and willingness  to research and find answers to questions.

• You can work effectively under pressure.

• You love technology and music.

• You have excellent interpersonal and communication skills (verbal & written) in English.

• Ability for occasional travel

Preferred Qualifications

• Past sales experience in customer service or a retail environment

• Experience with the following systems and platforms:

  • SAP

  • Salesforce

  • Slack (Including Automation)

  • Tableau

  • Google Sheets / EXCEL

  • Generative AI Tools

  • Powerreview / Trustpilot and other Review Platforms

  • Marketplace Platforms (Ebay, Bol etc.)

#LI-REMOTE

Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.