Customer Contact Management Senior Analyst (Portuguese Speaker)

Location: Budapest, Hungary; hybrid

Salary: Ft9 120 000,00–Ft13 680 000,00 per year

Company

hirify.global is an R&D-driven, AI-powered biopharma company developing medicines and vaccines to improve people’s lives.

What you will do

• Register, classify, and resolve customer inquiries, claims, returns, and disputes according to predefined priorities, with a focus on first-call resolution.
• Own cases by checking claims and returns policies, escalating non-compliant cases, and coordinating investigations with Supply Chain, Commercial, Quality, third parties, and internal sites.
• Handle cases involving refusals, damage, overage, distribution-center errors, and shortages while keeping stakeholders informed.
• Select resolution processes, manage credit/debit memos and returns/refusal orders, and follow approval workflows and internal controls.
• Monitor operational reports, follow up on open cases, document local specifics, and escalate exceptions or inefficiencies.
• Support process standardization, Core Model adherence, process changes, and system enhancements.

Requirements

• 2–4+ years of experience in customer service, ideally in a pharma environment, with a strong understanding of Order to Cash processes.
• Hands-on experience with Salesforce Service Cloud; SAP S/4HANA experience is a plus.
• Strong proficiency in Microsoft Office, especially Excel.
• Strong problem-solving, analytical, and communication skills, with the ability to collaborate across a matrix organization and with multiple stakeholders.
• Self-motivated, detail-oriented, comfortable working under pressure, and open to change.
• Bachelor’s degree.
• Excellent written and verbal English and Portuguese.

Culture & Benefits

• Supportive, future-focused, collaborative, and adaptable working environment.
• Opportunities for professional growth through promotion or lateral moves, locally and internationally.
• Rewards package and employee benefits, including healthcare, prevention, and wellness programs.
• At least 14 weeks of gender-neutral parental leave.
• Budapest Hub recognized for workplace excellence, innovation, and employee-focused practices.