Customer Contact Management Senior Analyst (Portuguese Speaker)
Employer · Sanofi
Enquiry clerkContact centre agent
Finance clerkFull-timeBudapest
As Customer Contact Management Senior Analyst within our Order to Cash team, you'll be the first point of contact for customer inquiries, requests and disputes, registering, classifying and resolving cases with a strong focus on first-call resolution and positive customer experience.
Tasks
- Register customer inquiries, requests, claims and returns from external and internal customers
- Act as case owner: perform claims/returns policy checks and escalate non-compliant cases
- Liaise with third parties or internal sites in cases of refusal, damage, overage, distribution center error or shortage
- Select the appropriate resolution process per guidelines and manage related documents
- Monitor operational reports and follow up on all requests and claims
- Ensure local specifics are documented and followed
- Support process standardization and Core Model adherence initiatives
Conditions & benefits
Health and wellbeing benefitsHigh-quality healthcare, prevention and wellness programsParental leaveAt least 14 weeks gender-neutral parental leaveCareer developmentEndless opportunities to grow your talent and drive your career
Requirements
- 2-4 years of experience in customer service, ideally in a pharma environment
- 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
- Excellent written and verbal English and Portuguese
- Bachelor's degree