Customer Service Specialist

One of our key clients is a hyper-growth Medical Aesthetics company that manufactures and distributes energy-based devices. Having transitioned from distribution to a direct subsidiary just over a year ago and after their successful launch in the UK, our client stands out for embodying a robust culture that values collaboration, cutting-edge technology, and exceptional service.
They are now looking for a Customer Service Specialist to act as the face of the company and be the first point of contact for both potential new clients and existing customers. The mission of this role is to ensure that all customers receive a premium level of service and support in areas such as front of house, customer service, and service coordination. It requires a highly communicative and proactive individual who excels in multitasking, thinks methodically to solve customer problems, and is passionate about delivering exceptional support to both customers and internal teams. A high level of organisational skills and personal accountability are essential to ensure customer requests are fully resolved and closed.
Key responsibilities:
Respond to customer inquiries via phone and email, delivering prompt and accurate information while maintaining a solid understanding of our products and services to offer informed assistance.
Support the processing of orders, updating customer accounts, and completing other administrative duties tied to customer service.
Address and resolve customer complaints and issues efficiently, escalating more complex cases to senior management or appropriate stakeholders when necessary.
Organise transportation for goods, ensuring delivery schedules meet customer requirements, and collaborate with service teams to coordinate and confirm annual servicing, installations, and maintenance visits.
Conduct follow-ups with customers after services to ensure satisfaction and gather feedback for ongoing improvement.
To be considered for the role, you must closely match the following criteria:
Previous experience in a customer service role and proven track record of demonstrating a positive and professional demeanour when addressing customer concerns.
Proficiency in using Microsoft products (Word & Excel).
Previous experience with Salesforce, Netsuite and Teams would be considered a plus.
Hybrid office-based role with 3-4 days office based in London.
Occasional overnight stays will be required.