.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 PositionIn Customer Services we work towards our Diabetes Care Vision and contribute to our commercial success by supporting our customers and partners, promoting and selling products, digital solutions, services as well as enabling behavioural change. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.Our Product & Digital Solutions Support (PDSS) organization for Europe provides assistance and support to people with diabetes and healthcare professionals from 15 countries. Our PDSS team is run by diverse, multicultural and passionate people who work every day to provide the best support needed to patients with diabetes and healthcare professionals.We are looking for leadership 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 and healthcare professionals, understanding their needs and following all the systems and procedures established.As an Advisor, you are focused on delivering a high quality, pro-active, positive, trusted customer experience and resolving a broad range of enquiries at first point of contact.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 interactionQualified processing and answering of technical 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.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 as requested by the respective country organizations, such as address, phone number, mobile phone number, email-address, etc.Documentation managementWork with the CRM system to document all customer interactions and contacts in accordance with the specifications of the internal quality guidelines.Special tasks and transformation journeyTaking over short-term special tasks.Support of new colleagues through buddy-up sessions.Regular proactive gathering of information about news and work processes
