Customer Service Executive

Job Description

Our company manufactures a connected animal product and is recruiting a French-speaking candidate (French fluency required). Knowledge of Dutch is advantageous, but not essential. We are a global business, based in Cambourne, Cambridge. We give an extremely high level of customer service and see this as a major asset for our business. This not only keeps our existing customers happy but also helps drive new sales through word of mouth recommendation. We have a large customer base and have an immediate need for a flexible, multi-lingual member of staff to provide local language customer service.

• You will be fluent in French & English (Dutch preferable but not essential), and any other European language is a plus.
• To act as first point of contact for our European customers, providing customer support via email, telephone and online. Direct contact with individual customers to troubleshoot, solve their issues and to escalate as appropriate to the Team Leader.
• Working with our European fulfilment & contact centre to ensure smooth provision of customer service and product delivery. Working with the rest of the customer service team, providing cover where necessary.
• Direct contact with existing trade customers. Obtain feedback from customers on areas where Sure Petcare can improve its offering.
• Support of ongoing business operations, including the setup of new systems, occasional order taking, sales administration, and trouble shooting.
• To assist with social customer service (Facebook & Twitter) in Dutch and English

Qualifications, Skills & Experience Required:

• The successful candidate will have a very positive attitude to customer service, sharing our view that it is central to the success of our business
• They will have a good understanding of technology, especially connected products and IOT (Internet of things)
• They will have clear written and oral communication skills required for contact with customers and preparation of new support materials
• They will have an excellent telephone manner and be able to adapt their approach for the differing requirements of consumer and business customers
• They will be able to pick up new skills easily – and not be afraid of a technical product which requires the ability to learn quickly and troubleshoot the product, talking customers through their issues
• They will be an organised person, confident to work independently and happy to adapt to the varied requirements of the role
• Experienced in Microsoft Office, including Word and Excel, knowledge of SalesForce or other CRM systems would be an asset

Other skills that would be advantageous but are not a requirement are as follows:

• Experience with connected products or IoT products and service
• Experience of social customer service
• Fluency in other European languages would be an asset

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively for the common good. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Closing date for applications: 29/09/2025

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Adaptability, Communication, Customer Handling, Customer Relationship Management (CRM) Utilization, Customer Service, Customer Service Management, Data Entry, Internet of Things (IoT), Order Processing, Problem Resolution, Product Information, Teamwork

Preferred Skills:

Job Posting End Date:

09/30/2025

• A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

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