Customer Care Specialist (German Speaker)

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.

Location & Working Arrangement: Oxford, UK | Hybrid working – 3 days per week onsite

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 ensure 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.

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.

Equal Employment Opportunity: 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.