Customer Care Representative

About the Role

Vitrolife Group works to apply science and technology in ways that make family building more accessible. The company supports clinics, patients, and laboratories with services and products that improve fertility treatment outcomes.

This Customer Care Representative position in Dubai is a key service role focused on ensuring that every sample is handled correctly, every client interaction is managed professionally, and day-to-day operations move efficiently.

Role Impact

• Act as the connection point between clinics and the laboratory team.
• Help ensure biological samples are transported safely and within required timeframes.
• Provide client support with professionalism, accuracy, and empathy.
• Support compliance, safety, and quality standards across the workflow.
• Contribute to operational efficiency through accurate use of Salesforce and Navision.

Key Responsibilities

• Provide high-quality customer care and coordinate service activities.
• Receive daily samples and manage cold-chain logistics with care.
• Record and follow customer cases and interactions in Salesforce.
• Enter patient and sample information into Navision accurately.
• Keep records, traceability, and SOP-related documentation up to date.
• Work closely with Sales, Logistics, and Laboratory teams to support a strong client experience.

Candidate Profile

• Genuine interest in service quality and operational excellence.
• Bachelor’s degree, preferably in a healthcare-related discipline.
• At least 2 years of experience in customer service, logistics, or laboratory-related operations.
• Hands-on experience with Salesforce and/or Navision.
• Strong accuracy and attention to detail when handling data.
• Comfort working in a regulated and fast-moving environment.
• Clear communication skills, empathy, and a patient-focused approach.
• Arabic language ability is preferred and considered an advantage for regional patient support.

Benefits

• Competitive compensation package.
• Health insurance coverage.
• Annual leave ticket.
• Access to professional development and training opportunities.

About Vitrolife Group

Vitrolife Group is an international medical device and genetic services company backed by scientific research and advanced development capabilities. The organization serves fertility clinics around the world with products and services designed to improve clinical practice and patient outcomes.

The company employs around 1,100 people globally, is headquartered in Gothenburg, Sweden, and operates in more than 110 countries through its own presence in 30 countries as well as distributor networks. Vitrolife Group is listed on Nasdaq Stockholm and aims to remain the preferred partner for IVF clinics worldwide.