Associate, Global Customer Care, International Case Management (with French & English)

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Join a global team where every customer interaction matters. As a Global Customer Service Specialist, you will play a key role in delivering an exceptional customer experience across our international markets. Working with leading technologies including Salesforce Service Cloud, you will manage customer requests, collaborate with a wide range of stakeholders, and help ensure that every case is resolved accurately, efficiently and with the customer at the heart of every decision.

What will you be doing?

In this role, you will be responsible for managing customer cases assigned by local country teams through Salesforce Service Cloud. You will take ownership of customer requests from receipt through to resolution, ensuring that cases are handled in line with agreed service levels and quality standards.

Alongside daily case management, you will work closely with colleagues across functions to improve processes, support automation and system enhancement initiatives, maintain standard operating procedures and help drive operational excellence. You will communicate with stakeholders to manage workloads, resolve issues and ensure an efficient customer journey. Your contribution will directly support customer satisfaction, process efficiency and continuous improvement across the organisation.

What will you need to be successful?

Success in this role comes from your ability to combine excellent customer service skills with strong attention to detail and a proactive approach to problem solving. You will enjoy working in a collaborative environment where accuracy, responsiveness and continuous improvement are highly valued.

Key requirements include:

• Fluency in French and English, both written and spoken
• Experience in Customer Service, Order Management, CRM or similar operational environments will be a plus
• Experience using Salesforce Service Cloud, SAP, ERP systems, Microsoft Excel and related customer service tools will be beneficial
• Strong communication, presentation and stakeholder management skills with the ability to prioritise workload effectively

The anticipated base compensation range for this position is PLN 69,500 - PLN 104,250 annually.

The actual base pay offered to the successful candidate will be based on objective, job-related factors including (but not limited to) relevant skills, qualifications, and experience, scope and responsibilities of the role, geographic location, and internal equity considerations. Compensation decisions are made using consistent and gender-neutral criteria, in line with applicable pay transparency laws. This role has been evaluated within our internal job architecture and mapped to a defined pay band to ensure consistency and fairness.

You. Unlimited.

We believe in creating the greatest good for society. Our Strongest investments are in our people and patients we serve.

• Inclusion & Belonging: Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about our Employee Inclusion Groups on our website
• Your Future: Generous annual bonus, life insurance, Save As You Earn share options.
• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
• Your Wellbeing: Private Health and Dental plans, multisport card/my benefit platform and much more.
• Flexibility: Hybrid Working Model (For most professional roles).
• Training: Hands-On, Team-Customised, Mentorship, subsidies for language classes, certifications and postgraduate studies.

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