Customer Service Executive

Merck Gruppe - MSD Sharp & Dohme; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global veterinary company in Cambridge seeks a French-speaking Customer Service Representative to assist customers in multiple languages. Responsibilities include providing support via email and telephone, collaborating with fulfilment teams, and ensuring customer satisfaction. The ideal candidate will have a strong customer service orientation, technical understanding, and fluency in French and English. This role offers a hybrid work model.

Benefits

Flexible work arrangements

Inclusive workplace environment

Qualifications

• Fluency in French and English, with Dutch as a plus.
• Experience in customer service and ability to learn quickly.
• Strong understanding of technology, especially IoT.

Responsibilities

• Provide customer support via email, telephone, and online.
• Collaborate with fulfilment & contact center for smooth service.
• Assist with social media customer service in Dutch and English.

Skills

Customer service attitude

Communication skills

Adaptability

Technology understanding (IoT)

Organizational skills

Tools

Microsoft Office (Word, Excel)

Salesforce or CRM systems

Job description

Overview

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 deliver a high level of customer service and see this as a major asset for our business, helping to retain existing customers and support new sales through word-of-mouth recommendations. We have a large customer base and an immediate need for a flexible, multi-lingual member of staff to provide local language customer service.

Responsibilities

• You will be fluent in French & English (Dutch preferable but not essential), and any other European language is a plus.
• 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 issues and escalate as appropriate to the Team Leader.
• Collaborate with our European fulfilment & contact centre to ensure smooth provision of customer service and product delivery. Provide cross-team support within the customer service function.
• Direct contact with existing trade customers. Obtain feedback from customers on areas where Sure Petcare can improve its offering.
• Support ongoing business operations, including setup of new systems, occasional order taking, sales administration, and troubleshooting.
• 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, recognizing it as central to business success.
• Strong understanding of technology, especially connected products and IoT (Internet of Things).
• Clear written and oral communication skills for customer contact and preparation of new support materials.
• Excellent telephone manner with the ability to adapt approach for differing requirements of consumer and business customers.
• Ability to learn quickly and troubleshoot products, guiding customers through their issues.
• Organised, able to work independently, and adaptable to varied role requirements.
• Experience in Microsoft Office (Word and Excel); knowledge of Salesforce or other CRM systems would be an asset.

Other Skills (advantageous but not required)

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

Equal Opportunity and Company Values

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.

Application Details

Closing date for applications: 29/09/2025

Current Employees apply here

Current Contingent Workers apply here

Compliance and Notices

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.

Requisition ID: R364570