Customer Care Specialist (Italian speaker)

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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About Us

Oxford Nanopore Technologies: 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.