Customer Care Specialist (German Speaker)

Job Description

Customer Care Associate (German Speaker)

Oxford, UK | Hybrid working - 3 days per week onsite | Global customers

Oxford Nanopore Technologies (ONT) is looking for a confident, approachable, and customer-focused Customer Care Associate (German Speaker) to join our growing Customer Care team based in Oxford.

This role is ideal for someone who enjoys speaking with customers, solving problems, and consistently going above and beyond to deliver an outstanding customer experience.
The Role

Reporting to the Associate Director, you'll be a key point of contact for our customers, handling inbound and outbound enquiries across phone, email, and chat. You'll play an important role in ensuring customers feel supported at every stage of their journey with ONT.

You will:

Deliver exceptional customer service and exceed customer expectations

Respond to customer enquiries before and after order placement

Support customers with order processing, account management, and general enquiries

Use internal systems (e.g. SFDC / CRM tools) to provide accurate order and shipment updates

Maintain accurate customer records and service history

Escalate complex or non-standard issues to senior team members as required

Work closely with Sales, Logistics, Operations, and Technical Support teams to resolve cases efficiently

Manage your personal queue and rota responsibilities proactively

Identify root causes of repeat issues and contribute to long-term improvements in customer satisfaction
About You

You'll bring a proactive, positive attitude and enjoy working in a fast-paced, collaborative environment.

We're looking for someone who has:

Fluency in German (spoken and written)

Previous experience in a customer-facing or sales support role

Confidence communicating with customers by phone, email, and chat

Strong Microsoft Office skills and comfort using CRM and/or ERP systems

A customer-first mindset with a "goes above and beyond" approach

The ability to prioritise workload and work effectively with minimal supervision

A team-oriented attitude with a natural ability to build positive relationships

Education:

Good general education (e.g. 5 GCSEs at Grade C or above)

A Levels, NVQ Level 3, or equivalent are desirable
Why Join Oxford Nanopore?

You'll be part of an innovative, fast-growing company at the forefront of genomics technology - supporting customers globally while working from our Oxford office three days per week in a collaborative team environment.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

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About Us

Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.