Global Customer Care Specialist Multilingual Case Management

Smith Nephew; Wrocław; Hybrid; PLN 70,000 - 104,000; Full time

Benefits offered by this job

Annual bonus

Life insurance

Share options

Health plan

Hybrid work model

Language classes support

Paid holidays

Job summary

Smith Nephew is hiring a Global Customer Service Specialist in Poland to manage customer cases across international markets using Salesforce Service Cloud. You will own requests from receipt to resolution, ensuring adherence to SLAs while collaborating with multiple functions to drive process improvements and system enhancements.

The role emphasizes proactive problem solving, stakeholder communication and a strong customer-centric approach, with a hybrid working model and cross-market exposure.

Qualifications

• Fluency in French and English (written and spoken).
• Experience in Customer Service or order management is a plus.
• Experience using Salesforce Service Cloud, SAP, ERP systems, and Excel is beneficial.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage customer cases through Salesforce Service Cloud from receipt to resolution.
• Ensure cases are handled according to service levels and quality standards.
• Collaborate with functions to improve processes, support automation and system enhancements.
• Communicate with stakeholders to manage workloads and resolve issues for an efficient customer journey.
• Support continuous improvement across the organisation.

Skills

French & English fluency

Customer service experience

Communication skills

Stakeholder management

Tools

Salesforce Service Cloud

SAP

ERP systems

Microsoft Excel

Job description

Smith Nephew is hiring a Global Customer Service Specialist in Poland to manage customer cases across international markets using Salesforce Service Cloud. You will own requests from receipt to resolution, ensuring adherence to SLAs while collaborating with multiple functions to drive process improvements and system enhancements.

The role emphasizes proactive problem solving, stakeholder communication and a strong customer-centric approach, with a hybrid working model and cross-market exposure.