Customer Contact Management Team Lead (Portuguese Speakers) Location: Bogotá 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. Key Responsibilities: Supervise a team that delivers the best customer experience by understanding customer issues and providing appropriate answers. Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviations 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. Organizational Context: Business Operations O2C 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. Monitor operational KPIs and compliance with Sanofi policies. In coordination with the Customer Contact Management Manager, elaborate remediation action plans. About you Experience: At least 3-5 years of experience in Customer service, Order to Cash & Claims/Customer contact management or similar (essential), preferably in Pharma. Understand commercial policies, pricing, rebates, returns and claims policies (essential). Hands-on experience of Salesforce service cloud (essential) & SAP in S4 Hana preferably. Good command of English/Portuguese. Why choose us? Discover 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