Job Description

The Position

JOB DESCRIPTION

Job position: Customer Care Senior Advisor (Mandarin Speaker)

Area: Diabetes Care

Department: Customer Care (Technical Support)

Reports to: Customer Care Team Manager

Location: Petaling Jaya, Malaysia

Doing now what patients need next. A pioneer in the development of blood glucose monitoring and insulin delivery systems, Roche Diabetes Care (RDC) is committed to helping people with diabetes everywhere in the world think less about their daily diabetes routine, so they can get true relief, day and night. We offer a broad portfolio of solutions for both people with diabetes and their professionals - from blood glucose monitoring to information management to insulin delivery to continuous glucose monitoring. Our aim is to offer innovative products, services and comprehensive solutions for convenient, efficient and effective diabetes management.

Customer Care at Roche Diabetes is the front facing connection with our patients and our customers that serves as an engine for delivering value. In Customer Care, we work towards our Diabetes Care Vision and contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.

Our Customer Care Team:

• Hires employees with the right skills and enable them with the right training, tools and resources to deliver value to our customers
• Tracks our performance with a customer-first objective to ensure that we are helping customers in the most effective and efficient way
• Operates with a global mindset and leverage best practices and resources to support our customer care teams across the different clusters and markets
• Provides an outstanding service experience that promotes customer retention and brand loyalty
• Acts as a solutions partner that offers capabilities to support customer acquisition activities
• Collaborates across functions to design and develop customer centric standards, processes and tools
• Is a business partner across functions by providing frontline customer insights that help shape customer centric strategies

Our Customer Care team is run by diverse, multicultural and passionate people who work every day to provide the best support needed to patients with diabetes, caregivers and healthcare professionals.

We are looking for leadership skills at every level, and team members who are cheerful, positive, confident, respectful and love helping others by being part and proactively contributing to the transformational journey of Diabetes Care in Roche.

Job Purpose:

Responsible for providing excellent customer front-line assistance through a variety of channels and technology to patients with diabetes, caregivers and healthcare professionals, understanding their needs and following all the systems and procedures established.

As a Senior Advisor, you are focused on delivering a high quality, proactive, positive, trusted customer experience and resolving a broad range of enquiries at first point of contact. You will also handle more complex and technical inquiries and you are part of a group of experts, advising and aiding less experienced/knowledgeable advisors.

In addition, you are responsible for accurately documenting customer interactions and executing against regulatory criteria according to established guidelines.

This role would be suitable for candidates with the right skills and mindset who also share the Roche values and make an active contribution to achieve our vision.

Key Accountabilities:

Customer interaction:

• Qualified processing and answering of technical, service, and marketing-oriented customer requests on the telephone and in written form from the subject area of diabetes; processing complaints in accordance with internal quality guidelines and regulatory provisions

• Taking over escalated customer interactions, with exemplary solutions. Outstanding communication with interfaces.

• Working with inbound related workflow objects such as tasks, action items or cases. Real-time administration of customer-specific data and attributes in the CRM system to provide up-to-date customer information for marketing purposes, such as address, phone number, mobile phone number, email-address, etc.
• Work with the CRM system to document all customer interactions and contacts in accordance with the specifications of the internal quality guidelines

• Expected proactivity to improve processes like supporting in the creation of templates for written correspondence and continuous optimization of communication processes

Special tasks and transformation journey:

• Taking over short-term special tasks and participation in special projects
• Support of new colleagues through buddy-up sessions and training
• Regular proactive gathering of information about news and work processes
• Active contribution of ideas to optimize business relevant information and work processes
• Assumption of key-user roles, change agent role or escalated cases (digital, etc.)
• Take responsibility for a subject matter area and support the Team Manager with operational and future oriented development on that field

Key Skills:

• Fluent in English, Mandarin & Cantonese as the position requires to support Taiwan & Hong Kong regions as well.
• Consolidated experience and demonstrated expertise in Customer Care line
• Role model in IT navigation skills \xe2\x80\x93 fast learner in new technologies
• Role model in listening and communication skills
• Excellent customer orientation and service mindset
• Bachelor degree or equivalent professional experience will be a plus
• Works with autonomy and flexibility, always with a team work attitude
• Multi-tasking, agile skills and flexible to adapt to changes
• Contributes with a positive spirit to a pleasant working environment
• Always willing to learn and grow with an attitude to go beyond (in a humble manner)
• Proven ability to make quick and effective independent decisions
• Ability to develop deep product and/or service knowledge
• Engagement with our customer care organization and open to continuous improvement and learning.
• Schedule flexibility required. May be assigned to a schedule that Is outside of regular hours based on the countries assigned.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Roche