Bilingual Italian Customer Care Specialist (Hybrid)

Nanopore; Oxford; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

Oxford Nanopore Technologies in Oxford is seeking an Italian-speaking Customer Care Specialist to join the Business Operations team. You will serve as a trusted contact for Italian-speaking customers across the order journey, using Salesforce to manage interactions, resolve issues, and contribute to service improvements.

The role requires fluency in Italian and English, prior customer service experience, and ability to thrive in a fast-paced environment.

Qualifications

• Fluent Italian and English, written and spoken.
• Customer service or support experience.
• Understanding of the customer journey and delivering exceptional experiences.
• Experience with CRM/ERP systems.

Responsibilities

• Handle inbound/outbound Italian and English communications about orders, invoicing and credit control.
• Support commercial teams and internal stakeholders with day-to-day needs.
• Respond to inquiries via phone, email, and chat for a seamless experience.
• Process order amendments and pricing adjustments, including special pricing and payments.
• Maintain accurate customer records in the CRM system.
• Troubleshoot non-technical issues and escalate complex cases.
• Coordinate with Sales, Operations, Logistics, Inventory and Technical Support to resolve cases.
• Monitor high-value orders and manage customer expectations.
• Follow up to confirm resolution and satisfaction.
• Capture feedback and inform process improvements.
• Meet/exceed targets for response times, resolution rates, customer satisfaction.
• Support onboarding and mentoring of new team members.
• Manage workload and rota with accountability.

Skills

Fluent Italian

Fluent English

Customer service

CRM (Salesforce)

ERP (SAP/AX)

Strong multitasking

Problem-solving

Tools

Salesforce CRM

SAP/AX ERP

Job description

Oxford Nanopore Technologies in Oxford is seeking an Italian-speaking Customer Care Specialist to join the Business Operations team. You will serve as a trusted contact for Italian-speaking customers across the order journey, using Salesforce to manage interactions, resolve issues, and contribute to service improvements.

The role requires fluency in Italian and English, prior customer service experience, and ability to thrive in a fast-paced environment.