Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azneg

Customer Contact Management Team Lead

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 within our O2C team.

Main responsibilities

- Supervise team that delivers the best customer experience by understanding customer issues and 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 FTE’s.
- Drive continuous improvement initiatives.

Organizational Context

Business Operations O2C

Key accountabilities





- Supervise a team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner for the respective countries in scope.
- 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 mgmt. Manager and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan.
- Ensure continuous improvem

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azneg

📌 Customer Contact Management Team Lead (Bogotá)
🏢 Sanofi
📍 Bogotá