**Senior Customer Service Analyst - Italian Speaking** **Join Our Team as an O2C Customer Contact Management Analyst - Italian Speaker in Budapest!** **Location:**  Budapest, Hungary **Department:**  GBS - Opella - Consumer Healthcare **About Us** 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. **About the Role:** 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. **What** **You’ll** **Bring:** + **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 e** xcellent 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. \#LI-CHC #LI-ONSITE **Consumer Healthcare (CHC)** ** ** At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world. ** ** **What we offer at Sanofi:** + 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 **Pursue** _Progress_ **. Discover** _Extraordinary_ **. ** Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.  At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.     Watch ‘One day at Sanofi’ (https://www.youtube.com/watch?v=ugcobndkKKo) and check out our Diversity Equity and Inclusion initiatives at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) !  \#Sanofi \#WeNeverSettle \#SanofiCareers \#PursueProgress \#DiscoverExtraordinary \#joinsanofi \#careerswithpurpose \#SBSBUDAPEST \#LI-EUR \#LI-CHC \#LI-ONSITE \#LI-HYBRID **Pursue** **_progress_** **, discover** **_extraordinary_** Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)