Sant Cugat del Vallès
In 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 14 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.
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.
Qualified 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 German and UK/ROI Affiliates, 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
Special tasks and transformation journey
Taking over short-term special tasks
Support of new colleagues through buddy-up sessions
Regular proactive gathering of information about news and work processes
Active contribution of ideas to optimize business relevant information and work processes and to the CS Transformation Journey
Fluent in German and English; any other relevant language is a plus
Strong IT navigation skills – fast learner in new technologies
Excellent listening and communication skills
Excellent customer orientation and service mindset
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)
Engagement with our organization and with the Customer Services Transformation Journey
Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis.
Diversity and Inclusion (D&I) are critical to the success of our company and our impact on society. We believe that by championing diversity of background, thought and experience, we can foster a sense of belonging and provide an environment where every employee feels valued, included, and able to contribute their best for the patients we serve. We’re focused on attracting, retaining, developing and advancing our people to their full potential by rewarding bold ways of thinking and integrating inclusive behaviors into every aspect of our work.
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Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.
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