EXPERIENCE

• Ongoing university studies (active student status, preferably in the first year) studying a degree in business or human resources or related subjects
• Min. 25/30 -hour availability/week

SOFT AND TECHNICAL SKILLS

• Strong customer service focus
• Customer service experience
• Good communication skills (both verbal and written)
• Ability to interact with internal and external clients in a professional manner
• Proactive and problem-solving mindset
• Able to understand and manage cases end-to-end
• Team player, able to collaborate transversally with the team and stakeholders
• Knowledge of Microsoft Office
• E-learning application knowledge is an advantage
• Experience in incident management tool is an advantage

• Manage and resolve queries from employees about Sanofi e-learning applications using the procedures provided and articles in the knowledge base
• Conduct in-depth investigations on user cases and articulate the findings in a concise manner
• Work in the case management tool to report each case and progress on the resolution
• Provide customer service to end-users and e-learning admins in writing
• Support the creation and maintenance of knowledge articles based on the process content provided
• Survey user satisfaction of the LMS application and its user support. Records and analyses information to contribute to service improvement