Customer Care Specialist (French & English) – Hybrid Role (Cambridge, UK)

About the Role

At Endomag, a Hologic Company, we are committed to enabling healthier lives everywhere by developing innovative breast cancer care technologies. These include cutting-edge magnetic localisation and lymphatic tracing solutions, helping clinicians deliver precise, efficient, and patient-centred treatment.

We are seeking a fluent French and English speaker to join our hybrid Customer Care team based in Cambridge, UK. This dynamic and collaborative role requires you to act as the trusted first point of contact for customers, supporting them across order management, product information, delivery updates, and issue resolution.

Successful candidates will collaborate closely with Sales, Finance, Logistics, Repairs, Quality, Regulatory, Operations, and IT teams to enhance customer satisfaction, drive commercial growth, and ensure operational excellence.

What You’ll Do

• Act as a trusted customer advocate – Provide professional, proactive, and timely support via phone, email, and digital channels.
• Manage end-to-end order lifecycle – Ensure accurate processing and fulfilment, resolving queries within service-level agreements.
• Build strong customer relationships – Deliver clear, accurate, and helpful information on products, pricing, deliveries, and order status.
• Proactively communicate updates – Keep customers informed on orders, deliveries, and repairs.
• Resolve customer issues efficiently – Investigate, log, and escalate queries as needed to ensure quick resolutions.
• Collaborate across departments – Work with Sales, Finance, Logistics, Repairs, Quality, Regulatory, and Operations to deliver a seamless customer experience.
• Support complaint handling – Assess customer incidents with Quality and Regulatory teams to gather necessary details.
• Coordinate repairs and loan equipment – Manage interactions with Repair Centres, Logistics, and Quality via costs, contracts, and quotations.
• Resolve delivery issues – Liaise with third-party logistics providers to ensure smooth operations.
• Clarify pricing discrepancies – Ensure order accuracy through investigation of financial queries.
• Maintain CRM & ERP accuracy – Log customer details, orders, repairs, communications, and contracts in CRM (e.g., Salesforce), ticketing, and ERP systems (e.g., Netsuite, Oracle).
• Leverage Microsoft Office tools – Use Excel, Word, and related applications for reporting and documentation.
• Support KPIs & continuous improvement – Track customer service metrics while identifying efficiencies and process enhancements.
• Represent Endomag professionally – Embody integrity, empathy, and excellence in all interactions.
• Comply with regulations – Adhere to quality procedures, internal policies, and EHS standards.