Customer Care Associate

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. 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.

• 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

• 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

• Good general education (e.g. 5 GCSEs at Grade C or above)
• A Levels, NVQ Level 3, or equivalent are desirable