Customer Care Associate (French Speaking) – Oxford Nanopore Technologies
Location: Oxford. Working model: Hybrid.
About the Role
Customer Care Associates provide outstanding customer service by handling inbound and outbound routine customer inquiries and ensuring a positive experience for both external and internal customers. In this role you will support the French‑speaking customer base, handle issues via ONT’s communication channels, perform standardized work routines, resolve inquiries, and collaborate with the team to achieve departmental goals.
Key Responsibilities
* Respond to routine customer inquiries in French and English before and after order placement to ensure a seamless and positive experience for the customer.
* Address customer questions via phone, email, and chat in a timely and professional manner and meet KPIs.
* Assist customers with queries related to order processing and account management.
* Use internal systems (e.g., SFDC) to provide accurate updates on order and shipment status.
* Maintain and update customer account details and service history in the CRM system with high accuracy.
* Support customers’ update requests on existing orders, ensuring compliance with standard order policies.
* Escalate complex or non‑standard changes to a senior team member for review and approval.
* Coordinate with logistics and operations teams to provide customers with real‑time updates as directed.
* Handle non‑technical customer concerns and complaints, escalating all complex issues to senior support channels immediately.
* Follow up with customers as instructed to confirm issue resolution and ensure satisfaction.
* Accurately record all customer interactions in the Customer Relationship Management (CRM) system.
* Collaborate with internal departments such as Sales, Operations, and Technical Support to proactively resolve cases.
* Represent the company with positivity, empathy, professionalism, and a solution‑oriented approach.
* Proactively manage personal queue and rota duties with minimal supervision, maintaining high levels of efficiency and accountability.
* Proactively identify and address root causes to prevent repeat customer issues, ensuring long‑term resolution and improved customer satisfaction.
What We’re Looking For
* Fluency in French 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.
Benefits
You’ll be part of a collaborative and innovative environment where your work directly supports customers advancing scientific discovery and healthcare globally.
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.
#J-18808-Ljbffr