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 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. You will coordinate with other neighboring functions (e.g Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. Main responsibilities: 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 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 the cases based on the information gathering during registration process. Liaise with third party or internal sites in case of refusal, damage, overage, DC error, shortage. When relevant inform internal stakeholders to communicate decision. Guarantee that classification of requests and claims is consistently applied allowing to perform 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 customer. About you Experience : At least 2-4 years' experience in Customer service 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, detail-minded, clear thinker, quick learner. Team player, able to work collaboratively 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 of 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 through a promotion or lateral move, at home or internationally. 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