Customer Care Associate (German Speaking)

Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis.

The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments.

With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.

We are seeking a fluent German-speaking Customer Care Specialist to deliver outstanding support to customers across German-speaking markets.

The Details…

The successful candidate will be responsible for handling customer enquiries, resolving issues efficiently, and providing seamless customer experience through multiple communication channels. This role requires excellent communication skills in both German and English, a customer-focused mindset, and a proactive approach to problem-solving. Please note that for candidates based in the UK, the role is hybrid with 2 days per week in the office in Oxford.

Key Responsibilities:

Customer Care & Order Management

• 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 (POs), shipping inquiries, and post-sale questions
• Maintain accurate customer records in CRM and internal systems

Customer Onboarding Support

• Support onboarding for new customers, including account setup and first-order guidance
• Assist in delivering a smooth and positive initial customer experience
• Provide basic guidance on processes and direct customers to appropriate resources

Cross-Functional Collaboration

• Work with Sales, Technical Support, Logistics, Finance, and Operations teams to resolve customer issues
• Escalate complex inquiries appropriately
• Participate in team meetings and contribute to process improvements

General Operations

• Support internal workflows such as order scheduling and account updates
• Meet defined KPIs for response time, accuracy, and customer satisfaction
• Perform additional duties as needed

What We’re Looking For…

Essential Skills and Experience

• Fluent German speaker (C1+)
• Experience in customer care, customer success, or a related field
• Ability to prioritize and manage a high volume of work independently
• Strong communication skills (written and verbal)
• Customer-focused mindset with a problem-solving approach
• Ability to multitask and prioritize in a fast-paced environment
• Advanced problem-solving and decision-making skills
• Attention to detail and accuracy
• Ability to collaborate across teams
• Basic technical proficiency (SFDC preferred)
• Excellent communication and stakeholder management skills
• Experience handling escalations and complex customer scenarios
• Strong process improvement and analytical skills
• Ability to operate effectively in a fast-paced, evolving environment

Desirable Skills

• Background in life sciences or healthcare is a plus
• Additional languages (French/Spanish/Portuguese) are a plus

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.