Queries Handling Junior Specialist, Greater China

Job description

Purpose of the job:

·  Manage all E2E Employee Experience (EE) queries from employees using the procedures provided and articles in the knowdge base
·  Work in the case management tool to report each case and progress on the resolution
·  Provide the customer service to the employees mostly on Employee Experience (EE) queries verbally and in writing
·  Support writing knowledge articles based on the process content provided

Operations

·  Handle incoming phone calls/ emails/skype from customers regarding E2E EE issues
·  Analyze and resolve most common enquiries using step-by-step instructions provided
·  Deliver high quality standard service to customers
·  Continually seek out ways to improve client satisfaction
·  Demonstrate knowledge of C2R processes and procedures provided
·  Support the process team with writing the knowledge articles based on the content provided in English, Local language, and other languages

Continuous improvement

·  Identify process improvement opportunities through elimination of redundancy

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.