Description Customer Care Associate (German Speaker) Oxford, UK | Hybrid working – 3 days per week onsite | Global customers Oxford Nanopore Technologies (ONT) is looking for a confident, approachable, and customer-focused Customer Care Associate (German Speaker) to join our growing Customer Care team based in Oxford. This role is ideal for someone who enjoys speaking with customers, solving problems, and consistently going above and beyond to deliver an outstanding customer experience. The Role Reporting to the Associate Director, you’ll be a key point of contact for our customers, handling inbound and outbound enquiries across phone, email, and chat. You’ll play an important role in ensuring customers feel supported at every stage of their journey with ONT. You will: Deliver exceptional customer service and exceed customer expectations Respond to customer enquiries before and after order placement Support customers with order processing, account management, and general enquiries Use internal systems (e.g. SFDC / CRM tools ) to provide accurate order and shipment updates Maintain accurate customer records and service history Escalate complex or non-standard issues to senior team members as required Work closely with Sales, Logistics, Operations, and Technical Support teams to resolve cases efficiently Manage your personal queue and rota responsibilities proactively Identify root causes of repeat issues and contribute to long-term improvements in customer satisfaction About You You’ll bring a proactive, positive attitude and enjoy working in a fast-paced, collaborative environment. We’re looking for someone who has: Fluency in German (spoken and written) Previous experience in a customer-facing or sales support role Confidence communicating with customers by phone, email, and chat Strong Microsoft Office skills and comfort using CRM and/or ERP systems A customer-first mindset with a “goes above and beyond” approach The ability to prioritise workload and work effectively with minimal supervision A team-oriented attitude with a natural ability to build positive relationships Education: Good general education (e.g. 5 GCSEs at Grade C or above ) A Levels, NVQ Level 3, or equivalent are desirable Why Join Oxford Nanopore? You’ll be part of an innovative, fast-growing company at the forefront of genomics technology — supporting customers globally while working from our Oxford office three days per week in a collaborative team environment. 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. LI-LH1 LI-hybrid