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 setting.

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 Man

📌 German Language Specialist (Pune)
🏢 Talent Destination
📍 Pune