Our Team:

The Client Support Team oversees the Digital Desk and Onsite Support services, providing first and second-line support for various digital services utilized by over 98,000 Sanofi users across 230+ sites globally. It is part of the Client Services Team, whichplays a pivotal role in building strong user experience, ensuring their needs are met, and acting as advocates for their success. By combining high-quality support, personalized Executive services, and automation, the team strives to enhance client satisfaction and drive positive outcomes for the organization and its customers.

Main responsibilities:

Regional Responsibilities:

• Responsible for the Client Support services performance in Asia and China, and to ensure that service levels delivered by the support vendor are met according to SLAs targets, and escalates to the Client Support Service Owner when KPIs are not met
• Responsible for Digital Desk performance Improvement in Asia and China, through identification of support improvements to reduce Digital Desk’s average resolution time by 25% and resolve 80% of the questions and incidents raised through chat during the first interaction (of all the resolvable categories), with the objective of improving the efficiency of the support service and increasing user productivity.
• Responsible for driving Digital support adoption in Asia and China, through identification of potential automation cases, by analyzing the nature of Digital Desk calls, with the objective to reduce resolution time, improve user experience and control Client Support costs.
• Point of escalation for Client Support related issues in Asia and China, that have impact on multiple sites or the entire region.
• Monitors the end-user’s satisfaction on Client Support services in Asia and China, and identifies and implements service improvements opportunities in conjunction with the support vendor.

Transversal Responsibilities:

• Owner of the Digital Desk IVR channel, with the responsibility to define the product evolution and to enhance the current platform with innovative solutions.
• Owner of the Digital Desk agents’ onboarding and training plans, and responsible to review and update them on a quarterly basis
• Responsible for monthly reporting on Client Support KPIs to Digital Tech LT
• Responsible for driving Self-Service Password Reset adoption, by increasing user awareness and user enrolment, with the objective of reducing password reset calls to SD to increase user productivity and better control Client Support costs.
• Responsible for driving Digital Desk automation, improving end-user experience by reducing Incident’s time-to-diagnose and ticket resolution times

About you:

Experience:

• Client Support Experience: Extensive experience in Client Support, preferably in a leadership role, with international experience.
• Service Delivery Experience: Experience in managing outsourced IT Services, preferably in a leadership role, which spans across multiple geographical locations and time zones.
• International Exposure: Proven ability to navigate cultural differences, language barriers, and regulatory requirements in various international markets while ensuring seamless service delivery and client satisfaction.
• Project Management: Extensive experience in managing IT projects, coordinating with cross-functional teams and stakeholders from different countries, and ensuring alignment with global business objectives.
• Call Center Telephony Platforms: Extensive experience in designing, implementing or managing IVR systems, including voice recognition, TTS, and other advanced telephony solutions to automate processes, route calls efficiently, and provide personalised customer support.

Soft skills:

• Communication Skills
• Problem solving
• Transverse Collaboration
• Customer Service Orientation

Technical skills: 

• ITIL and Service Management skills
• Service Desk Operational Knowledge
• Onsite Support Operational Knowledge
• Reporting and Advanced Analytics skills
• Lean & Agile practices
• IVR Telephony Technology & Platforms

Languages:

• English (Fluent)
• Chinese (Optional)

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, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

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 and check out our Diversity Equity and Inclusion actions at sanofi.com!