Job Description

The Position

Role Purpose

As the Service Innovation Partner, you will be responsible for ensuring the success of managing and executing the customer support strategy by coordinating with relevant stakeholders. You will also be responsible for the administration task of the department.

You demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

In this role, you will

Assist Service Innovation Lead in executing customer support strategies.

Manage the technical call center to ensure customer satisfaction and effectiveness of the technical call center.

Keep records of all conversations in the technical call center database in a comprehensive way.

Manage and monitor Customer Insight\'s post-investigation activities and ensure customer concerns are addressed.

Responsible of the following:

Vendor management

Team\xe2\x80\x99s activity such as PPM, SAR

Audits and official documentation

Department SOP

Analytical & KPI monitoring

Procurement

Global tools such as REXIS (NFSS), SPM

Project management

Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships

Represent Roche in engagement opportunities and collect and compiling insights, positions and feedback to inform our access and policies strategies.

Meet customer service KPI and participate in continuous improvements.

May act as a coach for colleagues with less experience and provide guidance. Proactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.

Any other tasks or projects as assigned from time to time.

Who you are

You are someone who are/have:

Strong troubleshooting and multi-tasking skills.

Efficient, organized, details oriented and result driven.

Customer-oriented individual and an outstanding problem-solver.

Able to efficiently prioritize tasks in a fast-changing environment.

Team players demonstrated by the ability to receive and provide feedback professionally thrive and collaborate in a cross-functional environment.

Detail oriented, meticulous, responsive to deadlines.

Ongoing interest in digital services, industry trends, best practices and emerging technologies.

Qualification and Experience

Higher diploma of Bachelor Degree in any discipline from a reputable University

At least 1 year of related experience in a similar industry

IT experience will be an added advantage

Strong ability to work in a matrix and collaborative environment

Excellent team working skills required

Adaptable to changing environments

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