Italian-Speaking Customer Care Specialist (Order & Support)

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

Job summary

Oxford Nanopore Technologies is seeking an Italian-speaking Customer Care Specialist to join the Business Operations team in Oxford. You will manage the Italian-speaking customer journey from quote to order, using Salesforce to resolve issues and support continuous improvement in customer service operations.

You will collaborate with Sales, Operations, Logistics, Inventory, and Technical Support to ensure timely, accurate responses and high-value order management, while mentoring new team

Qualifications

• Fluency in Italian and English (written and spoken) is essential.
• Previous customer service/operations experience with direct customer interaction.
• Strong understanding of the customer journey and 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 in a fast-paced environment.
• Proactive, problem-solving mindset.

Responsibilities

• Manage inbound/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 for a seamless experience.
• Process order amendments and pricing adjustments, including special pricing and credit card payments.
• Maintain accurate customer records within the CRM system.
• Troubleshoot non-technical product or service issues and escalate complex cases as needed.
• Coordinate with Sales, Operations, Logistics, Inventory, and Technical Support to resolve cases efficiently.
• Monitor high-value orders and proactively manage customer expectations.
• Follow up with customers to confirm resolution and satisfaction.
• Capture feedback to identify recurring issues and inform process improvements.
• Meet or exceed performance targets for response times, resolution rates, and CSAT.
• Contribute to onboarding, training, and mentoring of new team members.

Skills

Italian

English

CRM systems

ERP platforms

Tools

Salesforce

SAP

AX

Job description

Oxford Nanopore Technologies is seeking an Italian-speaking Customer Care Specialist to join the Business Operations team in Oxford. You will manage the Italian-speaking customer journey from quote to order, using Salesforce to resolve issues and support continuous improvement in customer service operations.

You will collaborate with Sales, Operations, Logistics, Inventory, and Technical Support to ensure timely, accurate responses and high-value order management, while mentoring new team