O2C Customer Contact Management Senior Analyst - German - 2 Year FTC

Join Opella Consumer Healthcare – Budapest

Role: O2C Customer Contact Management Senior Analyst – German
Contract: 2-Year Fixed-Term
Location: Budapest, Hungary (Hybrid)
Entity: Opella Healthcare
Department: Customer Experience & Operations

At Opella Consumer Healthcare, we’re committed to helping people take control of their health. We’re looking for a proactive and empathetic Customer Contact Management Senior Analyst to join our Budapest team. If you’re passionate about delivering exceptional customer service and thrive in a fast-paced, collaborative environment, this is your opportunity to make a meaningful impact.

💼 About the Role

As a Customer Contact Management Senior Analyst, you’ll be the first point of contact for our customers across Europe & MEA. You’ll manage incoming requests and disputes, coordinate with internal teams, and ensure timely, accurate resolution—all while delivering a best-in-class customer experience.

🔑 Key Responsibilities

Customer Case Management – Register and classify incoming customer inquiries, claims, and disputes via phone and written channels.

First Contact Resolution – Perform initial analysis and resolve cases within defined service levels, aiming for high first-contact resolution.

Cross-Functional Collaboration – Work closely with Supply Chain, Commercial, and Quality teams to investigate and resolve customer issues.

Claims & Returns Processing – Apply policy checks, manage credit/debit memos, and ensure compliance with internal controls.

System Accuracy – Maintain consistent classification of cases to support root cause analysis and continuous improvement.

Monitoring & Follow-Up – Track operational reports and ensure timely communication and resolution of all customer requests.

Process Improvement – Contribute to automation initiatives and global projects to enhance service delivery and efficiency.

🎯 Key Requirements

Languages – Fluent in English and German (written and verbal).

Experience – 2–4 years in frontline customer service or call center roles, ideally in the pharmaceutical or healthcare sector.

Technical Skills – Proficient in Salesforce Service Cloud and SAP (S4 Hana preferred); strong Excel skills.

Customer Focus – Demonstrated ability to interact professionally with customers and resolve issues effectively.

Analytical Thinking – Strong problem-solving and deductive reasoning skills. Adaptability – Comfortable with change, able to work under pressure, and quick to learn new systems and processes.

Ownership & Leadership – Self-motivated, organized, and capable of leading by example to deliver high-quality service.

🌱 Why Join Opella?

At Opella, we celebrate diversity, equity, and inclusion. We believe that different perspectives drive innovation and better outcomes for our customers and patients. You’ll be part of a purpose-driven organization that values your contributions and supports your growth.

We offer a hybrid working model, competitive benefits, and the chance to work on global initiatives that truly make a difference.

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