Customer Contact Management Senior Analyst Mandarin Speaker
Core
Manage customer inquiries, claims, returns, and disputes across the Order-to-Cash process to ensure timely resolution and accurate documentation.
Role type
Senior Customer Contact Management Analyst
Builds
Customer satisfaction and accurate financial transactions within the Order-to-Cash service line
Domain
Pharmaceutical / Order-to-Cash operations
Required skills
Customer case management, Claims and returns processing, Salesforce administration, Stakeholder coordination, Root cause analysis, Continuous improvement, Service level agreement (SLA) monitoring, Process documentation
Preferred skills
Pharma industry experience, Shared Services background, Process mining, Data analytics
Technologies
Salesforce, ServiceNow, Jira, OneSupport
Responsibilities
Manage end-to-end customer cases including inquiries, claims, and disputes; Ensure accurate case registration and resolution in Salesforce; Coordinate with internal and external stakeholders for complex issues; Monitor operational reports and dashboards to track SLA compliance; Lead small-scale process improvement projects; Create and maintain process documentation and training materials.
Seniority
Senior, hands-on IC