Job title: Customer Contact Analyst (Portuguese Speaker) Location: Bogotá, Colombia About the job: Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. As a 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 within fixed service level target time and coordinate with other neighboring functions (e.g., Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities. Main responsibilities: Registering activities: Collect and register inquiries, requests, claims, returns from external and internal 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 completion. 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 the cases based on the information gathered during the registering process. Liaise with third parties or internal sites in case of refusal, damage, overage, DC error, shortage. When relevant, inform internal stakeholders to communicate decisions. Guarantee that classification of requests and claims is consistently applied, allowing for 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' experience in customer service in contact with customers or similar (essential), 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 in a professional manner (essential). Self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner. Well-inclined towards change and has the ability to work under pressure. Team player, able to work collaboratively transversally and with front-line teams with an end-to-end mindset (essential). Good communication skills (essential). Hands-on experience of 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 is required (B2+, C1, C2). Why choose us? Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally. You'll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions. You'll be part of a truly diverse cross-cultural team and can have 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 one of Sanofi's key locations for new talents, having a big footprint with the Bogotá HUB and its best-in-class operation. 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. Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!#LI-LAT #LI-HYBRID #J-18808-Ljbffr