Customer Care Specialist (Italian speaker)

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