Customer Service Executive - French Speaking

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

Job summary

A global animal product company based in Cambridge is seeking a French-speaking candidate fluent in English. The successful applicant will provide customer support, collaborate with teams, and assist with business operations. The ideal candidate will have a positive attitude towards customer service, good understanding of technology, and strong communication skills. This role offers hybrid work arrangements and is ideal for those looking to join a diverse team.

Qualifications

• Experience in customer service roles.
• Ability to troubleshoot technical issues.

Responsibilities

• Act as the first point of contact for European customers.
• Provide customer support via email and telephone.
• Collaborate with fulfilment and contact centre teams.
• Directly contact trade customers for feedback.
• Assist with ongoing business operations.

Skills

Fluent in French

Fluent in English

Good understanding of technology

Clear communication skills

Ability to learn quickly

Experience with Microsoft Office

Tools

Salesforce or other 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 provide a high level of customer service and see this as a major asset for our business. This role requires a flexible, multi-lingual member of staff to provide local language customer service.

Responsibilities

• Be fluent in French & English (Dutch preferable but not essential); any other European language is a plus.
• Act as first point of contact for 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 European fulfilment & contact centre to ensure smooth customer service and product delivery. Provide cover within the customer service team as needed.
• Direct contact with existing trade customers. Obtain feedback from customers on areas where Sure Petcare can improve its offering.
• Assist with ongoing business operations, including setup of new systems, occasional order taking, sales administration, and troubleshooting.
• Support social customer service (Facebook & Twitter) in Dutch and English.

Qualifications, Skills & Experience Required

• Positive attitude toward customer service; committed to its central role in business success.
• Good understanding of technology, especially connected products and IoT (Internet of Things).
• Clear written and oral communication skills for customer contact and preparing new support materials.
• Excellent telephone manner with ability to adapt approach for consumer and business customers.
• Ability to learn quickly and troubleshoot technical products, guiding customers through issues.
• Organised, able to work independently and adapt to varied role requirements.
• Experience with Microsoft Office (Word, Excel); knowledge of Salesforce or other CRM systems would be an asset.

Other Skills (Advantageous but Not Required)

• Experience with connected products or IoT.
• Experience of social customer service.
• Fluency in additional European languages.

We are proud to be a company that embraces diverse, talented, and committed people. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage 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, CRM Utilisation, Customer Service, Customer Service Management, Data Entry, Internet of Things (IoT), Order Processing, Problem Resolution, Product Information, Teamwork

Preferred Skills:

Job Posting End Date: 10/12/2025

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

Requisition ID: R364570