O2C Order & Customer Contact Management Senior Analyst - Dutch and English Speaking

O2C Order & Customer Contact Management Senior Analyst - Dutch and English Speaker
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 O2C Order & Customer Contact Management Senior Analyst - Dutch and English Speaker 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 O2C Order & Customer Contact Management Senior Analyst -Dutch and English Speaker you'll be the first point of contact for our customers across Europe. 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 Dutch (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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