At a Glance
- Tasks: Support customers with order management and product information in a collaborative environment.
- Company: Join Endomag, a Hologic Company, dedicated to innovative breast cancer care technologies.
- Benefits: Competitive salary, comprehensive benefits package, and hybrid working options.
- Other info: Dynamic role with opportunities for professional growth and continuous improvement.
- Why this job: Make a real difference in healthcare while enhancing customer experiences globally.
- Qualifications: Fluent in French and English, with customer service experience preferred.
The predicted salary is between 32000 - 35000 £ per year.
At Endomag, a Hologic Company, we are driven by a powerful purpose: enabling healthier lives everywhere, every day. Endomag develops innovative breast cancer care technologies, including magnetic localisation and lymphatic tracing solutions that help clinicians deliver more precise, efficient and patient-centred treatment. We are looking for a fluent French and English speaking Customer Care Specialist to join our team in a hybrid role based at our Cambridge, UK site. This is a varied and highly collaborative role where you will be the trusted point of contact for customers, supporting them with order management, product information, delivery updates and issue resolution.
Working closely with Sales, Finance, Logistics, Repairs, Quality, Regulatory, Operations and IT, you will help deliver a seamless customer experience while supporting commercial growth and operational excellence.
What To Expect
- Be a trusted point of contact for customers, providing professional, proactive and timely support by phone, email and other channels.
- Manage customer orders from receipt through to fulfilment, ensuring queries and issues are resolved accurately and within agreed service levels.
- Build strong customer relationships by providing clear, helpful and accurate information on products, pricing, delivery and order status.
- Proactively keep customers informed with order, delivery and repair updates.
- Investigate, log and resolve customer queries, escalating where needed to ensure timely resolution.
- Work closely with Sales, Finance, Logistics, Repairs, Quality Assurance, Regulatory Affairs and Operations to deliver a joined-up customer experience.
- Support customer incident triage with Quality and Regulatory teams, helping gather the information required for complaint handling.
- Coordinate repairs and loan equipment with the Repair Centre, Quality and Logistics teams, including repair quotations, costs and contracts.
- Liaise with third-party logistics providers to resolve delivery issues quickly and professionally.
- Investigate pricing queries and discrepancies so customer orders are processed accurately and efficiently.
- Maintain accurate records of customer details, orders, service plans, repair requests, communications and special price agreements in CRM, ticketing and ERP systems.
- Use Microsoft Office applications, including Excel and Word, to support reporting, documentation and data accuracy.
- Support customer service and operational KPIs, contributing to a high-performing Customer Care function.
- Identify opportunities to improve processes, enhance the customer experience and increase efficiency.
- Represent Endomag, a Hologic Company, with professionalism, integrity and care in every interaction.
- Follow applicable regulations, quality procedures, internal policies and Environmental, Health and Safety requirements.
What We Expect
- Fluent French and fluent English language skills, both written and spoken.
- Previous experience in customer service, customer care or order management would be advantageous.
- Experience in healthcare, medical devices or life sciences would be beneficial.
- Working knowledge of order processing systems, shipping and freight processes.
- Experience using Salesforce or an equivalent CRM would be advantageous.
- Experience using NetSuite, Oracle or an equivalent ERP system would be beneficial.
- Proficiency with Microsoft Office applications, including Excel and Word.
- Clear, professional communication skills and a confident telephone manner.
- Excellent attention to detail and a high degree of accuracy.
- Strong problem-solving skills, with the confidence to investigate issues and propose practical solutions.
- Ability to build trust and maintain effective relationships with customers and colleagues across departments.
- A customer-focused mindset, with the ability to understand needs, show empathy and provide helpful support.
- Collaborative team approach, with a willingness to support others and share best practice.
- Commitment to continuous improvement and service excellence.
- Ability to quickly develop a strong understanding of Endomag’s product portfolio.
- Demonstrated integrity, professionalism and respect in all customer and colleague interactions.
Why Endomag, a Hologic Company?
- Work for a growing business that is part of Hologic, a company dedicated to advancing health and improving lives through innovative healthcare solutions.
- Support innovative breast cancer care technologies that help improve clinical workflows and patient-centred treatment.
- Play an important role in delivering an excellent customer experience across international markets.
Salary: £32,000 – £35,000 gross per year. The final offer will depend on experience, skills, and alignment with internal pay structures. In addition, we offer a comprehensive benefits package including pension and insurances.
Apply Today to Join Our Team and Make a Difference!
Customer Care Specialist employer: Hologic
At Endomag, a Hologic Company, we pride ourselves on fostering a collaborative and supportive work environment that empowers our employees to thrive. As a Customer Care Specialist in our Cambridge office, you will not only play a vital role in enhancing patient care through innovative technologies but also benefit from a comprehensive package that includes competitive salary, pension, and insurance options. Join us to be part of a purpose-driven team dedicated to making a meaningful impact in healthcare while enjoying opportunities for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hologic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hologic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hologic:Your cover letter is your chance to shine! Tell us why you want to work at Hologic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hologic!
How to prepare for a job interview at Hologic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
