Customer Care Professional

Candela Corporation; Birmingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Candela Corporation is seeking a customer success oriented professional to manage assigned accounts from Birmingham. You will handle credits and rebills, build relationships, and ensure customer satisfaction while identifying opportunities to upsell contracts and services.

The role requires strong communication, problem-solving, and collaboration with sales, technical support, and operations teams to reduce churn and grow recurring revenue.

Qualifications

• Experience in customer-facing roles with sales exposure.
• Ability to manage multiple accounts and priorities.
• Strong commercial mindset with upselling/cross-selling experience.

Responsibilities

• Correctly process customer credits and rebills.
• Act as main point of contact for assigned customers.
• Build strong, long-term relationships and understand customer needs.

Skills

Customer service

Inside sales

Account management

Upselling/cross-selling

Communication

Negotiation

Problem-solving

Education

Bachelor's degree in business/marketing or related field

Tools

CRM tools

Servicemax

Salesforce

Job description

correctlyProcess customer credits and rebillsAct as the main point of contact for assigned customersBuild strong, long-term relationships and understand customer needsEnsure high levels of customer satisfaction and retentionHandle inquiries, complaints, and service requests efficiently Sales & Revenue GenerationDrive recurring revenue growth by promoting and selling maintenance contracts and service agreements (renewals, upgrades, extensions).Proactively identify and convert warranty customers into paid maintenance contracts.Proactively identify customers without contract and offer and sell them maintenance contracts.Identify opportunities to upsell extended warranties, service upgrades, and additional coverage.Develop and maintain a strong pipeline of contract and service opportunitiesIdentify opportunities to sell consumables and spare partsProactively contact customers ahead of contract expirationCross-sell and upsell based on usage patterns and customer needsPrepare and follow up on
quotes and proposals Customer Success & RetentionMonitor customer usage and engagementAnticipate needs and recommend preventive maintenance solutionsReduce churn by ensuring customers see ongoing valueConduct regular check-ins or account reviews Operations & ReportingMaintain accurate records in CRM systems (e.g. Servicemax, Salesforce)Track renewals, opportunities, and pipelineReport on KPIs such as renewal rate, upsell revenue, and customer satisfactionCollaborate with sales, technical support, and operations teams Requirements & SkillsExperience in customer service, inside sales, or account managementStrong commercial mindset with proven upselling or cross-selling abilityExcellent communication and negotiation skillsCustomer-focused with problem-solving abilitiesAbility to manage multiple accounts and prioritiesFamiliarity with CRM tools and sales tracking systemsThis role requires regular attendance at our Birmingham (B30 3HZ) office Education & ExperienceBachelor's degree in
business, Marketing, or related field (preferred)2-4 years of experience in customer-facing roles with sales exposureExperience in technical products, equipment, or service contracts is a plusRelationship buildingCommercial awarenessProactivity and ownershipAttention to detailCollaboration across teams This job description is not all inclusive and is intended to capture most of the job functions. Special projects and other tasks may be required by management.
Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, manufacturing, and distribution of medical and aesthetic laser and light-based technologies. The Company's technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin's appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins, scarring and other common indications. Candela develops products for the global aesthetic market. These products begin as concepts developed by Candela's world-class team of scientists and engineers or as acquired or licensed technologies that Candela then completes the development and/or commercialization of. These programs are supported by Candela's global clinical, regulatory, and quality teams and