Roche
10,000+ employees
Founded 1896
🏥 Healthcare
⚕️ Healthcare Insurance
💊 Pharmaceuticals
Healthcare • Healthcare Insurance • Pharmaceuticals
Roche is at the forefront of technological advancements in healthcare. The company emphasizes the importance of diversity, equity, and inclusion across its global workforce of over 101,000 employees. Roche is particularly focused on research and development, digital innovation, and creating sustainable collaborations to benefit patients worldwide. With a strong culture of rewarding employee performance, Roche provides a diverse range of career opportunities in areas such as tech, manufacturing, and business strategy, encouraging innovation to transform global healthcare. The company also offers various programs for students and graduates, and operates in several countries, including Germany, Austria, and Switzerland.
Patient Care Expert – Central & Eastern Europe
🔥 0 minutes ago
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Roche
10,000+ employees
Founded 1896
🏥 Healthcare
⚕️ Healthcare Insurance
💊 Pharmaceuticals
Healthcare • Healthcare Insurance • Pharmaceuticals
Roche is at the forefront of technological advancements in healthcare. The company emphasizes the importance of diversity, equity, and inclusion across its global workforce of over 101,000 employees. Roche is particularly focused on research and development, digital innovation, and creating sustainable collaborations to benefit patients worldwide. With a strong culture of rewarding employee performance, Roche provides a diverse range of career opportunities in areas such as tech, manufacturing, and business strategy, encouraging innovation to transform global healthcare. The company also offers various programs for students and graduates, and operates in several countries, including Germany, Austria, and Switzerland.
📋 Description
• Deliver a seamless, positive customer experience across multiple communication channels • Resolve service requests and incidents through classification, assignment, tracking, documentation, and follow-up • Provide technical and medical support for Roche Products and Digital Solutions • Manage adverse events and product complaints in line with quality and regulatory guidelines • Support the Customer Care Team Manager or Customer Care Leader with technical, analytical, and operational support • Coordinate country-related topics and assist with daily people-management tasks and deputy functions • Provide feedback, coaching, motivation, recruitment, quality, audit, and operational support to the team • Act as the first point of contact for country-specific questions and escalate requests when necessary • Monitor and analyze KPIs, identify training needs, and provide country-specific training • Maintain and update the country-related knowledge base • Adapt global processes to local markets and propose workflow improvements • Handle escalated and complex technical, marketing-oriented, and customer requests by phone and in writing • Process complaints and manage customer data in the CRM system in real time • Coordinate continuous improvement plans and analyze customer feedback • Maintain customer-experience databases and provide coaching and mentoring • Lead knowledge transfer, workshops, webinars, and best-practice documentation • Participate in process improvement, innovation, complex technical issue resolution, and service-review analytics • Develop and help establish training modules
🎯 Requirements
• Fluency in English is required • Fluency in at least one Central and Eastern European (CEE) language is highly preferred • University degree or equivalent professional experience is a plus • 3+ years of experience in customer care or a similar professional work environment • Knowledge of Roche Products and Digital Solutions is preferred • Strong IT navigation skills and ability to learn new technologies quickly • Strong listening and communication skills • Ability to provide feedback, recognition, coaching, and motivation • Ability to convey objectives and expectations clearly • Broader business perspective and ability to support organizational decisions • Proactive attitude and genuine interest in leading people and suggesting improvements • Analytical skills and experience with KPIs and building reports • Excellent customer orientation and service mindset • Autonomy, flexibility, teamwork, multitasking, agility, and adaptability • Ability to make quick and effective independent decisions • Ability to develop deep product and/or service knowledge • Schedule flexibility, including possible evenings, nights, weekends, and holidays
🏖️ Benefits
• Relocation benefits are not available • Training, tools, and resources for continuous development • Equal Opportunity Employer
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