Customer Contact Management Senior Analyst - Remote

Overview

The Customer Contact Management Senior Analyst plays a crucial role in managing customer inquiries, requests, and disputes, ensuring high levels of customer satisfaction through effective resolution strategies.

In Short

• Manage customer requests and disputes efficiently.
• Coordinate with various internal teams to resolve issues.
• Utilize Salesforce Service Cloud and SAP for case management.
• Strive for first call resolution to enhance customer experience.
• Analyze customer data to identify trends and improve processes.
• Support the Order to Cash team in various operational activities.
• Engage in continuous improvement initiatives.
• Work in a dynamic, international environment.
• Contribute to a diverse and inclusive workplace.
• Participate in training and development opportunities.

Requirements

• 2-4 years of experience in customer service or related fields.
• Strong understanding of Order to Cash processes.
• Experience with call centers and customer issue resolution.
• Excellent problem-solving and analytical skills.
• Proficiency in Salesforce Service Cloud and SAP S4 Hana.
• Strong Microsoft Office skills, especially in Excel.
• Professional communication skills in English (C1, C2); French is a plus.
• Ability to work under pressure and adapt to change.
• Detail-oriented and organized.
• A team player with a collaborative mindset.

Benefits

• Flexible working policies, including up to 50% remote work.
• Private medical care and health insurance.
• Gender-neutral paid parental leave.
• Opportunities for career growth and development.
• Diverse and inclusive work environment.
• Engagement in meaningful work that impacts lives.
• Participation in innovative projects within a global company.
• Access to training and professional development resources.
• Support for work-life balance.
• Engagement in corporate social responsibility initiatives.