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Customer Contact Management Team LeadLocation: BogotáAbout the jobOur 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.
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As Customer Contact Management Team Lead within our O2C team.Main responsibilitiesSupervise 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 ContextBusiness Operations O2CKey accountabilitiesSupervise 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/1b21z6

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