Are you passionate about delivering exceptional customer service and managing customer contact operations? As an O2C Senior Customer Service Analyst 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. 

• Language Skills: Proficiency in English and Italian (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. 

• 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 

Opella, the Consumer Healthcare business unit of Sanofi, is the purest and third-largest player globally in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market.
We have an unshakable belief in the power of self-care and the role it can play in creating a healthier society and a healthier planet.
That’s why we want to make self-care as simple as it should be by being consumer-led always, with science at our core.
Through our unique and balanced portfolio of more than 100 loved brands, including 15 global and local high-growth challengers such as Allegra, Dulcolax and Buscopan, we deliver our mission: helping more than half a billion consumers worldwide take their health in their hands.
This mission is brought to life by an 11,000-strong team, 13 best-in-class manufacturing sites, and 4 specialized science and innovation development centers.
We are also proud to be the first major fast-moving consumer healthcare company to achieve B Corp certification.
Join us on our mission. Health. In your hands.