Customer Contact Analyst (Portuguese Speaker - Mandatory) - 7 Openings 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 the cases in systems and classify them according to the classification matrix. You will perform a first analysis to resolve issues within fixed service level target times and coordinate with other functions (e.g Supply Chain, Commercial, Quality) to close the cases. Main responsibilities: Registering activities: Collect and register inquiries, requests, claims, and returns from customers. Perform a claims/returns policy check and escalate non-compliant cases. Coordinate with internal or external stakeholders to investigate cases. Liaise with third parties in case of refusal, damage, or shortages. Guarantee consistent classification of requests and claims for root cause analysis. Requests/Claims resolution: Select the appropriate resolution process as per guidelines. Ensure approval workflow is followed. Monitor operational reports and follow up on all requests. About you Experience: 2-4 years in customer service, preferably in Pharma. Strong understanding of order to cash processes. Good business acumen. Experience in call centers resolving customer issues. Soft and technical skills: Professional interaction with customers. Self-motivated, organized, detail-oriented, and a quick learner. Team player with good communication skills. Hands-on experience with Salesforce Service Cloud and SAP S4 Hana. Knowledge of Microsoft Office, especially Excel. Languages: Excellent Portuguese (written and verbal). Secondary English (B2+, C1, C2). Why choose us? Endless opportunities to grow your talent and drive your career. Flexible working policies, including up to 50% remote work. Private medical care, life and health insurance, and gender-neutral paid parental leave. 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