Engagement Services Expert (French Speaker)

Key Responsibilities

• Deliver rapid, accurate support for all P&O-related queries with empathy and professionalism
• Own end-to-end case management, serving as the first and final contact for customers
• Act as a consulting partner for P&O processes and system-related inquiries
• Enhance work instructions based on quality assurance findings and process updates
• Maintain and contribute to the Knowledge Repository for supported countries
• Monitor feedback and surveys to drive continuous improvement in customer satisfaction
• Support transformation and technology initiatives in collaboration with local P&O teams

Essential Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field
• Minimum of 2 years’ experience in HR services or customer support roles within service-driven organizations
• Excellent verbal and written communication skills in French & Arabic; fluency in French is mandatory
• Familiarity with ticketing and case management systems for query resolution
• Ability to meet shift requirements aligned with supported country operations

Desirable Requirements

• Proficiency in Microsoft Office; advanced Excel skills are a strong advantage
• Ability to collaborate effectively across time zones and virtual environments

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

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Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards