Customer Care Associate (French speaker) in Oxford

About Oxford Nanopore Technologies

At Oxford Nanopore Technologies, we’re enabling the analysis of anything, by anyone, anywhere. Our pioneering nanopore sequencing technology is transforming the way scientists and clinicians understand biology, and delivering an exceptional customer experience is critical to supporting that mission. We’re looking for a French-speaking Customer Care Associate to join our Customer Care team, playing a key role in supporting our French-speaking customer base as well as internal stakeholders. This is an exciting opportunity to be part of a fast-growing, purpose-driven organization where your contribution directly supports world-leading science.

About the Role

Customer Care Associates provide outstanding customer service by handling inbound/outbound routine customer inquiries and ensuring a positive experience for both external and internal customers. This role is responsible and accountable for supporting customers and solving any issues using ONT specific communication channels, performing standardized work routines with close supervision, and collaborating with the team to contribute to departmental goals. The role-holder is expected to use ONT provided tools and system to a highly proficient level, keep their knowledge up to date and work on tasks as assigned or identified. The role-holder should be able to work in a fast-paced environment, collaborating positively with internal and external customers. Reporting to the Associate Director, this role requires a proactive, customer-first mindset and a ‘goes above and beyond’ attitude to support customers proactively and swiftly.

Key Responsibilities

• Respond to routine customer inquiries in French and English before and after order placement to ensure a seamless and positive experience for the customer.
• Address customer questions via phone, email, and chat in a timely and professional manner and to KPIs.
• Assist customers with queries related to order processing, and account management.
• Use internal systems (SFDC etc) to provide accurate updates on order and shipment status.
• Maintain and update customer account details and service history in the CRM system with high accuracy.
• Support customers' update requests on existing orders, ensuring compliance with standard order policies.
• Escalate complex or non-standard changes to a senior team member for review and approval.
• Coordinate with logistics and operations teams to provide customers with real-time updates as directed.
• Handle non-technical customer concerns and complaints, escalating all complex issues to senior support channels immediately.
• Follow up with customers as instructed to confirm issue resolution and ensure satisfaction.
• Accurately record all customer interactions in the Customer Relationship Management (CRM) system.
• Collaborate with internal departments such as Sales, Operations, and Technical Support to proactively resolve cases.
• Represent the company with positivity, empathy, professionalism, and a solution-oriented approach.
• Proactively manage personal queue and rota duties with minimal supervision, maintaining high levels of efficiency and accountability.
• Proactively identify and address root causes to prevent repeat customer issues, ensuring long-term resolution and improved customer satisfaction.

What We’re Looking For

• Fluency in French and English (written and spoken) is essential.
• Previous experience in a customer service, operations, or support role with direct customer interaction.
• A strong understanding of the customer journey and a passion for delivering exceptional customer experiences.
• Proficiency with CRM systems (Salesforce preferred) and ERP platforms such as SAP or AX.
• Confidence handling complex or challenging situations with professionalism and empathy.
• Strong multitasking skills and the ability to thrive in a fast-paced, dynamic environment.
• A proactive, can-do mindset with a natural approach to problem-solving.

Why Join Oxford Nanopore?

You’ll be part of a collaborative and innovative environment where your work directly supports customers advancing scientific discovery and healthcare globally. This role is ideal for someone who enjoys making an impact, takes ownership, and is motivated to go the extra mile for both customers and colleagues.

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.