Job title: Queries Handling Executive, Japan (Japanese Speaker)
Location : Plaza 33, Petaling Jaya
% Remote working and % of travel expected : Hybrid work
Job type: Permanent, Full time
About the jobOur Team:Sanofi Business Operations (SBO), is a global organization, fully integrated, with multiple Service Lines focused on service quality and service delivery with the objective of providing efficient, effective and focused solutions to make life easier for employees, customers and suppliers of Sanofi. One of the multiple Service Lines include People Services which supports the below activities:Employee LifecycleConnect2Resolve (Query Management)Master Data Management/ReportingInternational Transfer and Foreigner ManagementExternal Workforce ManagementTime to Pay (T2P) and BenefitsThe purpose of this role is to:Ensure User Experience as L1 is the single point of contact for all requestsManage HR queries from employees using the procedures provided and articles in the knowledge baseWork in the case management tool to report each case and progress on the resolutionProvide the customer service to the employees mostly on People Services queries verbally and in writingSupport writing knowledge articles based on the process content providedThe SBO People Services Queries Handling Executive, Japan reports to the People Services ELC Team Manager JPAC and may be assigned a specific sub-process or geography. He / She works closely with People Services Employee Lifecycle Management, External Workforce and Organization & Data Management teams and People Services front line teams in countries / regions.Main responsibilities:Key activities:Handle incoming tickets/ emails from customers regarding HR issuesGuide the requestor in the knowledge portal in case articles/chatbots are existingHelp enriching articles or create new ones if a topic raised could have been addressed though an articleAnalyze and resolve most common enquiries using step-by-step instructions provided based on defined/set targetsDeliver high quality standard service to customersContinually seek out ways to improve client satisfactionDemonstrate knowledge of C2R processes and procedures providedSupport the process team with writing the knowledge articles based on the content provided in English and Local languageApply Golden Rules for Content ManagementHelp with creating of dedicated Resolver articles as the Knowledge Base is the single source of truth for ResolversContinuous improvementIdentify process improvement opportunities through elimination of redundant activitiesIdentify Service Request potential for those topics where the team systematically do the same action or systematically transfer to another team,Help preparing requirementsAbout youFunctionalGood writing skills in English and Local languageCustomer service focus and experienceGood communication skillsHR process knowledge is an advantageTechnicalExperience in case management tools is an advantageMS Office knowledge is a mustInterpersonalAbility to interact with internal and external clients in a professional manner (essential)Team player, able to work collaboratively transversally and with HRS front line teams with an end to end mindset (essential)Good communication skills (advantageous)Attentive to customer needs and feedback (advantageous)LeadershipOrganized and structured to execute tasks as per deadlines (essential)Action oriented, delivery driven, change agent (advantageous)Experience:Customer service experience (essential)First hands on experience in a HR role preferably in an international multicultural environment (advantageous)Excellent Japanese skills (N1) and EnglishKnowledge of other languages in scope (advantageous)Sanofi Behaviors and SkillsThis position is required to demonstrate behaviors such as Stretch, Put the interest of the organization, Act in the interest of our patients and customers and Take Action. During the interview we will also be asking for examples of skills such as Strategic Thinking, Result Orientation, People Leadership (if applicable), Relationship and Influence.Pursue progress, discover extraordinaryBetter 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 and check out our Diversity Equity and Inclusion actions at !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.
