Job Location:
Petaling Jaya

Sanofi Business Services (SBS), one of the 4 pillars of Sanofi’s Business Transformation organization, is setting up a captive Business Services centre in Kuala Lumpur to provide E2E Employee oriented (Employee Experience) services to the Regions China, Asia, Japan and Pacific.

The purpose of this role is to:

  • Manage all E2E Employee Experience (EE)  queries from employees using the procedures provided and articles in the knowdge base

  • Work in the case management tool to report each case and progress on the resolution

  • Provide the customer service to the employees mostly on Employee Experience (EE) queries verbally and in writing

  • Support writing knowledge articles based on the process content provided



  • Handle incoming phone calls/ emails/skype from customers regarding E2E EE issues

  • Analyze and resolve most common enquiries using  step-by-step instructions provided

  • Deliver high quality standard service to customers

  • Continually seek out ways to improve client satisfaction

  • Demonstrate knowledge of C2R processes and procedures provided

  • Support the process team with writing the knowledge articles based on the content provided in English, Local language, and other languages

Continous improvement

  • Identify process improvement opportunities through elimination of redundant activities

Expected skills


  • Good writing skills in English and Local language

  • Customer service focus and experience

  • Good communication skills

  • HR processes knowledge is an advantage


  • Experience in case management tools is an advantage

  • MS Office knowledge is a must

  • Workday modules is an advantage


  • Ability to interact with internal and external clients in a professional manner (essential)

  • Team player, able to work collaboratively transversally and with EE front line teams with an end to end mindset (essential), with positive thinking and attitude.

  • Good communication skills at all level (advantageous).

  • Attentive to customer needs and feedback (advantageous)


  • Organized and structured to execute tasks as per deadlines (essential)

  • Action oriented, delivery driven, change agent (advantageous)

Background and Experience

  • Customer service experience (essential)

  • 2 – 5 years experiences in the hospitality services such as hotel, banking, and service centre, will be an advantage.

  • First hands on experience in a HR role preferably in an international multicultural environment (advantageous)

  • Fluent in English and Japanese(N1/N2); knowledge of other ASIAN languages is desirable

Sanofi Behaviors and Skills

This 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 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!

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.