Customer Contact Analyst (Portuguese Speaker - Mandatory) Job title : Customer Contact Analyst (Portuguese Speaker) Location: Bogotá, Colombia About the job As Customer Contact Analyst within our team, you'll be responsible for managing requests and disputes from customers. You will register cases in systems and classify them according to the classification matrix. You will perform a first analysis to resolve within fixed service level target time. Additionally, you will coordinate with other functions (e.g., Supply Chain, Commercial, Quality) to close cases by gathering information and investigating. The objective is to achieve the highest first call resolution rate while providing a positive customer experience framed by target lead times determined by priorities. Main responsibilities: Registering activities: Collect and register inquiries, requests, claims, and returns from customers in a timely manner based on predefined priorities. This activity is driven by "first call resolution" practice especially for requests. As case owner, you are responsible to initiate and track until resolution. Perform a claims/returns policy check and escalate non-compliant cases to the accountable business contact for decision. Coordinate with internal or external stakeholders to investigate cases based on information gathered during the registering process. Liaise with third parties or internal sites in case of refusal, damage, overage, DC error, or shortage. Inform internal stakeholders to communicate decisions when relevant. Guarantee that classification of requests and claims is consistently applied to allow root cause analysis. Requests/Claims resolution: Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders. Ensure approval workflow is followed to obtain relevant approvals. Apply internal control rules whenever required. Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customers. About you Experience: At least 2-4 years of experience in customer service or similar, preferably in Pharma. Strong understanding of order to cash overall processes. Good business acumen (advantageous). Experience in call centers resolving customer issues (advantageous). Soft and technical skills: Ability to interact with customers professionally (essential). Self-motivated, well-organized, detail-minded, clear thinker, and quick learner. Well-inclined towards change and able to work under pressure. Team player, able to work collaboratively with front-line teams (essential). Good communication skills (essential). Hands-on experience with Salesforce Service Cloud (essential) & SAP in S4 Hana (preferably). Knowledge of Microsoft Office and expertise in MS Excel (essential). Languages: Excellent Portuguese written and verbal. Secondary English language required (B2+, C1, C2). Why choose us? Endless opportunities to grow your talent and drive your career, whether through promotion or lateral moves, at home or internationally. Be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class. Join a diverse cross-cultural team and have a real business impact. Flexible working policies, including up to 50% remote work. Private medical care, life and health insurance, and gender-neutral paid parental leave. Colombia is a key location for new talents with a significant footprint in the Bogotá HUB. Pursue Progress . Discover Extraordinary . At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. #J-18808-Ljbffr