About Opella

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.​
Our mission: to bring health in people’s hands by making self-care as simple as it should be for over half a billion consumers worldwide.​
At the core of this mission is our 100+ loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and four specialized science and innovation development centers. ​
Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.​
B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet.​

About the Role: 

Are you passionate about delivering exceptional customer service and managing customer contact operations? As Senior Customer Service Analyst – German Speaking at Opella, you will play a crucial role in managing incoming requests and disputes from customers, ensuring customer satisfaction and accurate accounting. Your efforts will directly impact the customer experience and operational efficiency. 
Employment Contract: 2-Year Fixed Term Contract – Full Time

Key Responsibilities: 

• Collect and register inquiries, requests, claims, and returns from external and internal customers in a timely manner.
• Perform a first analysis to resolve cases within fixed service level target times, aiming for high first call resolution rates.
• Coordinate with internal and external stakeholders to investigate and resolve cases based on gathered information.
• Apply claims/returns policy checks and escalate non-compliant cases to the accountable business contact for decision.
• Select appropriate resolution processes as per request/claim management guidelines and manage subsequent documents.
• Monitor operational reports and follow up on all requests and claims to secure resolution and communication to customers.
• Identify process improvement opportunities, participate in process automation initiatives, and contribute to global projects as required. 

What You’ll Bring: 

• Language Skills: Proficiency in English and German (both written and verbal).
• Have good customer service experience and mindset in frontline customer service/call center or similar roles.
• Have hands-on experience with Salesforce Service Cloud and SAP (such as S4 Hana) and proficiency in Microsoft Office, such as MS Excel.
• Be an excellent problem-solving, analytical, and communication skills. Ability to interact professionally with customers and stakeholders.
• Be self-motivated, organized, detail-oriented, and able to work independently. A team player with a collaborative mindset. 

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.
We are dedicated to making self-care as simple as it should be. That starts with our culture. We are challengers by nature, and this is how we do things:

• All In Together: We keep each other honest and have each other’s backs.
• Courageous: We break boundaries and take thoughtful risks with creativity.
• Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.
• Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.