Global Customer Care Advisor

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Company Overview: At Roche Diagnostics, we pioneer advancements in blood glucose monitoring and insulin delivery systems to empower individuals worldwide living with diabetes. Our commitment extends beyond innovation we aim to simplify diabetes management through a comprehensive portfolio spanning monitoring devices, information management solutions, and insulin delivery systems.

Position Overview: As a Global Customer Care Advisor at Roche Diagnostics, you play a pivotal role in delivering exceptional front-line support to patients with diabetes, caregivers, and healthcare professionals. You will engage via various channels, utilizing advanced technologies to understand and meet customer needs while adhering to established procedures.

Key Responsibilities:

Customer Interaction:

• Handle technical, service, and marketing-related inquiries regarding diabetes products and services through phone and written channels.
• Process complaints in compliance with internal quality guidelines and regulatory requirements.
• Maintain up-to-date customer records in the CRM system to facilitate effective marketing and service delivery.

Special Tasks and Transformation Journey:

• Undertake short-term special assignments as needed.
• Support new colleagues through buddy-up sessions and training.
• Proactively gather and share information to enhance business processes.
• Contribute innovative ideas to optimize workflows and customer experiences.

Key Skills Required:

• Proficiency in languages such as Bahasa Malaysia, Mandarin, Cantonese, and English.
• IT Savvy with a strong ability to swiftly adopt new technologies.
• Exceptional listening and communication abilities.
• Deep commitment to customer orientation and service excellence.
• Bachelor's degree or equivalent professional experience preferred.
• Autonomous and flexible with a collaborative team spirit.
• Agile and adept at multitasking in a dynamic environment.
• Positive attitude contributing to a supportive work environment.
• Continuous learner with a proactive approach to personal and professional growth.
• Demonstrated ability to make informed decisions independently.
• Willingness to develop a comprehensive knowledge of products and services.
• Engages actively in our customer care community and embraces continuous improvement.

Additional Requirements:

• Standard working hours with flexibility to support other regions (Australia and Hong Kong) as needed.

Join Our Team: At Roche Diagnostics, our Customer Care team embodies diversity, multiculturalism, and passion. We seek individuals who align with our values, possess leadership qualities at all levels, and thrive in contributing to the transformative journey of diabetes care. If you are cheerful, positive, respectful, and love making a difference through customer-centric service, we invite you to apply and be part of our mission.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

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