Mandarin-Speaking CCM Senior Analyst, O2C (Hybrid)

Sanofi; Petaling Jaya; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Cafeteria benefits

Flexible home office policy

Market-oriented salary

Job summary

Sanofi in Kuala Lumpur seeks a Customer Contact Management Senior Analyst to manage customer inquiries, claims, returns, and disputes across the Order-to-Cash process. You will act as a primary contact between customers and internal teams, ensuring timely resolution and accurate documentation in Salesforce.

This role requires five+ years in CCM/claims, strong English and Chinese language skills, and a collaborative, improvement-focused mindset.

Qualifications

• At least 5 years experience in Customer Contact and claim management preferably in Pharma.
• Excellent English; Chinese literate as role supports Greater China.

Responsibilities

• Manage customer inquiries, requests, claims, returns, and disputes from receipt through resolution.
• Register, classify, prioritize, and maintain cases in Salesforce.
• Drive First Contact Resolution wherever feasible.
• Ensure all case activities, communications, decisions, and resolution outcomes are documented timely.

Skills

O2C processes

Sales orders

Data analysis

Customer service

Salesforce

Education

Bachelor's degree in a relevant field

Tools

SAP

Salesforce

Job description

Sanofi in Kuala Lumpur seeks a Customer Contact Management Senior Analyst to manage customer inquiries, claims, returns, and disputes across the Order-to-Cash process. You will act as a primary contact between customers and internal teams, ensuring timely resolution and accurate documentation in Salesforce.

This role requires five+ years in CCM/claims, strong English and Chinese language skills, and a collaborative, improvement-focused mindset.