Customer Contact Management Senior Analyst (Spanish Speaker)

Main responsibilities

Registering activities

- Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities

- Answer customer calls, manage their expectations and positively influence their Customer Experience at Sanofi

- This activity is driven by “first call resolution” practice especially for requests

• As case owner you are responsible to initiate and track until:

- 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 registering process

- Liaise with the third party or internal sites in case of refusal, damage, overage, DC error, shortage

- Escalate, follow up cases where it is pending or input/decision on neighboring functions (Trade,...