Customer Contact Management Team Lead (Portuguese Speakers) Location: Bogotá Time Type: Full time Posted On: Posted 2 Days Ago End Date to Apply: November 18, 2024 (25 days left to apply) Job Requisition ID: R2767854 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. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Customer Contact Management Team Lead. Responsibilities: Supervise a team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner. Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviation compared to the agreed target. Address operational issues and follow through to resolution in an effective and timely manner. Manage stakeholders, both internal and external. Coach Requests & Disputes analysts, team size is 7-10 FTEs. Drive continuous improvement initiatives. Key Accountabilities: Responsible for capturing customer requests and claims into the system. Responsible for requests, queries, and disputes resolution of customers; from inbound communication to case closing including related credit/debits note creations in the dedicated system. Responsible for organizing local and HUB's interactions for the related processes to ensure customer satisfaction. Monitor operational KPI's and compliance with Sanofi policies (like disputes and returns policies) and guidelines. In coordination with the Customer contact management Manager and when necessary with the local stakeholders and customer fulfillment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process. Supervise and Coach Customer Contact Management Analysts: Share expertise and provide coaching. Anticipate workload and allocate resources for effective and efficient delivery. Employee lifecycle management (recruit, evaluate, develop, reward, retain team). Address performance issues and make recommendations for personnel actions. Shape and promote a culture of collaboration, trust, and teamwork throughout the team through leadership and effective communication. Create and regularly update job descriptions of direct reports. Training: Ensure onboarding of new hires and related trainings are organized. Determine the training needs of direct reports, provide the professional training of them according to the procedures and work instructions by collaborating with Requests and Disputes Manager. About You: Experience: At least 3-5 years' experience in Customer service, Order to Cash & Claims/Customer contact management or similar (essential), preferably in Pharma. Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential). Experience in running services within a Business Services organization (advantageous). Experience in call centers resolving customers issues (advantageous). Soft and Technical Skills: Good business acumen (advantageous). Strong problem-solving, deductive and analytical skills (advantageous). Hands-on experience with Salesforce service cloud (essential) & SAP in S4 Hana preferably. Knowledge of Microsoft Office and expertise in MS Excel (essential). Ability to interact with customers in a professional manner (essential). Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential). Good communication skills (advantageous). Attentive to customer needs and feedback (essential). Ability to work autonomously and take ownership of tasks and processes (essential). Ability to organize, prioritize and structure the tasks for oneself and direct reports (essential). Attentive to detail and works with precision (advantageous). Action-oriented, delivery-driven, change agent (advantageous). Lead by example to deliver high quality service, customer satisfaction (advantageous). Education: Any Profession. Languages: Good command of English/Portuguese. 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. 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