O2C Customer Contact Management Senior Analyst - German Speaking

About the Role:

Are you passionate about delivering exceptional customer service and managing customer contact operations? As a O2C Customer Contact Management Senior Analyst - German Speaking at Opella, you will play a crucial role in managing incoming requests and disputes from customers, ensuring customer satisfaction and accurate accounting. Your efforts will directly impact the customer experience and operational efficiency.

Key Responsibilities:

• Collect and register inquiries, requests, claims, and returns from external and internal customers in a timely manner.

• Perform a first analysis to resolve cases within fixed service level target times, aiming for high first call resolution rates.

• Coordinate with internal and external stakeholders to investigate and resolve cases based on gathered information.

• Apply claims/returns policy checks and escalate non-compliant cases to the accountable business contact for decision.

• Select appropriate resolution processes as per request/claim management guidelines and manage subsequent documents.

• Monitor operational reports and follow up on all requests and claims to secure resolution and communication to customers.

• Identify process improvement opportunities, participate in process automation initiatives, and contribute to global projects as required.

What You’ll Bring:

• Language Skills:Proficiency in English and German (both written and verbal).

• Have good customer service experience and mindset in frontline customer service/call center or similar roles.

• Have hands-on experience with Salesforce Service Cloud and SAP (such as S4 Hana) and proficiency in Microsoft Office, such as MS Excel.

• Be an excellent problem-solving, analytical, and communication skills. Ability to interact professionally with customers and stakeholders.

• Be self-motivated, organized, detail-oriented, and able to work independently. A team player with a collaborative mindset.

Consumer Healthcare (CHC)
At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world.

What we offer at Sanofi:

• An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team

• Access to internal recruitment and development libraries - you can create your own career path within Sanofi; your professional development will be supported purposefully

• An attractive package of benefits

• Employee Assistance Program (mental health support, legal and financial consulting)

• Gender neutral paid parental leave

Pursue Progress. Discover Extraordinary. 

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.