Senior Analyst, Customer Contact & Claims (O2C) – Hybrid

Sanofi; Kuala Lumpur; Hybrid; MYR 90,000 - 180,000; Full time

Benefits offered by this job

Cafeteria benefits

Flexible home office

Job summary

Sanofi Kuala Lumpur is seeking a Customer Contact Management Senior Analyst to lead case management across the Order-to-Cash process, including inquiries, claims, returns and disputes, with focus on timely resolution and First Contact Resolution (FCR).

You will document cases in Salesforce, coordinate with Supply Chain, Finance and Quality, and contribute to continuous improvement in a dynamic, international environment with flexible home-office options.

Qualifications

• Excellent English written and verbal is a must.
• Must be Chinese literate (written and spoken).
• At least 3 years experience in Customer Contact and claim management.
• Hands-on SAP experience in S/4HANA is essential.

Responsibilities

• Register, classify, prioritize, and maintain customer cases accurately in Salesforce.
• Coordinate investigation of cases involving claims, returns, and delivery discrepancies.
• Provide timely and clear communication of case progress and final resolution to customers and stakeholders.

Skills

Customer service

Problem solving

Analytical skills

Team player

Tools

SAP

Salesforce

Excel

Job description

Sanofi Kuala Lumpur is seeking a Customer Contact Management Senior Analyst to lead case management across the Order-to-Cash process, including inquiries, claims, returns and disputes, with focus on timely resolution and First Contact Resolution (FCR).

You will document cases in Salesforce, coordinate with Supply Chain, Finance and Quality, and contribute to continuous improvement in a dynamic, international environment with flexible home-office options.