German-Speaking Customer Care Specialist (Hybrid)

Oxford Nanopore Technologies; Oxford; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Oxford Nanopore Technologies is seeking a fluent German-speaking Customer Care Specialist to deliver outstanding support to customers across German-speaking markets. The role is hybrid with 2 days per week in the Oxford office, and requires excellent bilingual communication in German and English, a customer-focused mindset, and proactive problem solving.

You will handle inquiries via email, chat, and phone, assist with orders, manage CRM records, support onboarding, and collaborate with Sales,

Qualifications

• Fluent German speaker (C1+).
• Experience in customer care, customer success, or related field.
• Ability to prioritise and manage a high volume of work independently.
• Strong written and verbal communication.
• Customer-focused mindset with problem-solving approach.
• Ability to collaborate across teams and stakeholders.
• Basic technical proficiency; SFDC preferred.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist with order placement, amendments, and tracking.
• Support purchase orders, shipping inquiries, and post-sale questions.
• Maintain accurate customer records in CRM and internal systems.
• Support onboarding for new customers, including account setup and first-order guidance.
• Collaborate with Sales, Technical Support, Logistics, Finance, and Operations teams to resolve issues.
• Escalate complex inquiries and participate in process improvements.
• Meet defined KPIs for response time, accuracy, and customer satisfaction.

Skills

German (C1+)

Customer care experience

Multitasking

Communication skills

Collaboration

SFDC familiarity

Problem solving

Tools

SFDC

Job description

Oxford Nanopore Technologies is seeking a fluent German-speaking Customer Care Specialist to deliver outstanding support to customers across German-speaking markets. The role is hybrid with 2 days per week in the Oxford office, and requires excellent bilingual communication in German and English, a customer-focused mindset, and proactive problem solving.

You will handle inquiries via email, chat, and phone, assist with orders, manage CRM records, support onboarding, and collaborate with Sales,