Job Description: Customer Service Analyst – German Language
Position: Customer Service Analyst (German)
Location: Pune (Hybrid)
Company: German MNC
Employment Type: Full-time
About the Role
A leading German MNC is looking for an experienced Customer Service Analyst with German language proficiency (minimum B2.2 level) to support customer service operations for German-speaking customers. The successful candidate will act as the Subject Matter Expert (SME) for customer service processes, ensuring high-quality service delivery, resolving complex customer issues, and driving continuous process improvements.
This role requires strong customer service expertise, analytical skills, and the ability to collaborate effectively with cross-functional teams in a global environment.
Key Responsibilities
- Handle complex customer inquiries and escalations from German-speaking customers professionally and efficiently.
- Provide process guidance and support to the customer service team.
- Analyze customer service performance, identify trends, and recommend process improvements.
- Prepare and present operational reports, dashboards, and performance metrics.
- Coordinate with Sales, Supply Chain, Logistics, Production, and Quality teams to ensure timely issue resolution.
- Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
- Develop, maintain, and update Standard Operating Procedures (SOPs) and process documentation.
- Conduct Root Cause Analysis (RCA) and implement corrective and preventive actions.
- Support system enhancements, process transitions, and change management initiatives.
- Deliver process training and knowledge-sharing sessions to team members.
- Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Required Qualifications
- Bachelor's degree in Business Administration, Supply Chain, Engineering, or a related field.
- 5–8 years of experience in Customer Service, Order Management, or Customer Operations.
- Experience in the automotive or manufacturing industry is preferred.
- Demonstrated experience as a Subject Matter Expert (SME) or Process Expert.
- German language proficiency at B2.2 level or higher (mandatory).
- Strong verbal and written communication skills in both German and English.
- Experience working with ERP systems such as SAP, Oracle, or similar.
- Strong analytical, problem-solving, and stakeholder management skills.
- Advanced knowledge of Microsoft Excel and PowerPoint.
Preferred Skills
- Order-to-Cash (O2C) process knowledge.
- Customer complaint and escalation management.
- SAP Order Management experience.
- Continuous Improvement and Root Cause Analysis (RCA).
- KPI reporting and dashboard creation.
- Process documentation and knowledge management.
- Customer Relationship Management (CRM) tools.
Key Competencies
- Customer-focused approach
- Strong analytical thinking
- Process excellence mindset
- Excellent communication skills in German and English
- Cross-functional collaboration
- Problem-solving and decision-making
- Ownership and accountability
- Adaptability and continuous learning
What We Offer
- Hybrid work model
- Five-day work week
- Indian shift timings
- Opportunity to work with global German-speaking customers and cross-functional teams
- Collaborative and inclusive work environment
- Professional growth and learning opportunities
Preferred Candidate Profile
- Experience: 5–8 years
- Location: Pune (Hybrid)
- Language:German (B2.2 or above) – Mandatory
- Industry: Automotive / Manufacturing / Shared Services
- Company Type: German MNC
