Customer Care Specialist – Hybrid (Cambridge, UK)

About the role

We are seeking a bilingual French‑English Customer Care Specialist to join our Cambridge team in a hybrid capacity. You will act as the trusted first point of contact for customers, handling order management, product queries, delivery updates and issue resolution while supporting commercial growth and operational excellence.

Key responsibilities

• Provide proactive, professional support to customers via phone, email and other channels.
• Manage the full order lifecycle from receipt to fulfilment, ensuring service‑level agreements are met.
• Communicate order, delivery and repair status updates clearly and promptly.
• Log, investigate and resolve customer queries, escalating when necessary.
• Coordinate repairs, loan equipment and pricing enquiries with the Repair Centre, Quality, Logistics and Finance teams.
• Collaborate with Sales, Finance, Logistics, Quality, Regulatory, Operations and IT to deliver a seamless customer experience.
• Maintain accurate records in CRM, ticketing and ERP systems and generate reports using Microsoft Excel and Word.
• Support KPI tracking and identify opportunities for process improvement.

Required profile

• Fluent written and spoken French and English.
• Previous experience in customer service, customer care or order management.
• Strong attention to detail and ability to work collaboratively across multiple departments.
• Comfortable working in a hybrid onsite/remote environment.

Required skills

• Microsoft Excel
• Microsoft Word
• CRM systems
• Ticketing systems
• ERP systems