Customer Care Specialist

We are looking for customer-focused professionals who combine empathy, active listening and problem-solving capability to deliver exceptional service across voice and digital channels.

You will support customers of a leading maternal health and wellness brand with product enquiries, connected-device troubleshooting, order-related queries and resolution management. The role requires sound judgement, accurate documentation and the ability to guide customers through sensitive or stressful interactions with patience and clarity.

What you will do

• Support customers across voice, live chat, WhatsApp and email.
• Guide customers through product setup, Bluetooth pairing, mobile-app connectivity and structured troubleshooting.
• Use proactive questions to identify root causes and explain clear next steps in simple language.
• Recognise customer context, interruptions or poor timing and agree an appropriate callback or follow-up plan.
• Take ownership of customer outcomes, including proactive follow-up where required.
• Manage product, replacement, warranty and order-related enquiries in line with agreed policies.
• Document customer interactions and troubleshooting steps accurately in the CRM.
• Recognise safety, medical, product-quality or regulated complaint concerns and escalate them promptly.
• Handle personal and health-related information with care and confidentiality.

What you will bring

• Strong empathy, emotional intelligence and active-listening skills.
• Clear spoken and written English capability
• Strong situational awareness and the judgement to adapt to each customer’s circumstances.
• A customer ownership mindset and commitment to follow-through.
• Curiosity, proactive questioning and root-cause problem-solving capability.
• Comfort discussing personal health and parenting topics openly, calmly and without judgement.
• Ability to explain technical concepts clearly and simply.
• Strong attention to detail and accurate documentation.
• Adaptability, learning agility and confidence asking for support when needed.
• Typing speed of approximately 35–45 WPM, with accuracy prioritised.
• Flexibility to work rotating shifts covering US and UK customer hours, weekends and public holidays.
• Availability to attend full-time training onsite.

Experience that would be advantageous

• 12-24 months experience within an international contact centre environment.
• Technical customer support involving connected devices, Bluetooth, mobile applications or consumer electronics.
• Experience across both voice and digital customer support channels.
• Experience in healthcare, regulated services, medical devices, infant or baby products.

What is in it for you?

At Ellio, we want you to feel supported, recognised and empowered to build a career you can be proud of.

You can look forward to:

• A competitive remuneration package
• Free door-to-door transport for qualifying evening shifts ending after 7pm
• Comprehensive product and role-specific training
• A fun, supportive and collaborative working environment
• Clear opportunities to learn, grow and progress in your contact centre career

Bring your energy. Grow your potential. Make every conversation count.

If you are passionate about helping people, confident in finding solutions and motivated by delivering both great service and positive results, we would love to hear from you.