Customer Care Specialist (Italian speaker)

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

We’re Hiring: Customer Care Specialist (Italian Speaking) | 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 an Italian-speaking Customer Care Specialist to join our Business Operations team, playing a key role in supporting our Italian-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

As a Customer Care Specialist, you’ll act as a trusted point of contact for Italian-speaking customers across the quote-to-order journey, ensuring they receive timely, accurate, and solutions-focused support. Working with limited supervision, you’ll confidently use ONT systems and tools such as Salesforce to manage customer interactions, resolve issues, and contribute to continuous improvement across Customer Service operations.

Key Responsibilities

• Manage inbound and outbound customer communications in Italian and English related to orders, invoicing, financial queries, and credit control
• Support the wider commercial team and internal stakeholders with day-to-day operational needs
• Respond to customer inquiries via phone, email, and chat, ensuring a seamless and positive experience
• Process order amendments and pricing adjustments, including special pricing agreements and credit card payments
• Maintain accurate and up-to-date customer records within the CRM system
• Troubleshoot non-technical product or service issues, escalating complex cases where appropriate
• Coordinate with Sales, Operations, Logistics, Inventory, and Technical Support teams to resolve customer cases efficiently
• Monitor high-value and priority orders, proactively managing customer expectations
• Follow up with customers to confirm resolution and satisfaction
• Capture customer feedback and identify recurring issues to inform process improvements
• Consistently meet or exceed performance targets for response times, resolution rates, and customer satisfaction
• Contribute to ad hoc projects and support onboarding, training, and mentoring of new team members
• Proactively manage your own workload and rota responsibilities with a high level of accountability

What We’re Looking For

• Fluency in Italian 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.

If you’re an Italian-speaking customer care professional excited by the opportunity to support world-changing science, we’d love to hear from you.

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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