Genentech takes the health and safety of our patients, customers, employees and local communities very seriously, and we are actively responding to the global COVID-19 pandemic. For more, please visit our COVID-19 response page.

Customer Care Advisor Germany and UK/ROI

Sant Cugat del Vallès
Barcelona, Spain


Return to Search Results

The Position

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.

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 interaction

  • 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

Key skills:

  • 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

Who We Are

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.

The next step is yours. To apply today, click on the "Apply for this job" button.

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.


Return to Search Results

Join our Talent Community. By joining our Talent Community, your resume will be available to our recruitment team, Join today!