Job Description
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
Relocation benefits are not available for this job posting.
Job Purpose: The Customer Care Country Expert is reporting to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical, and operational support of the area and coordinating country-related topics. She/He could assist the leader in daily people management tasks and take over deputy functions in case of leader absence. Additionally, it is providing excellent customer front-line assistance through a variety of channels and technology to patients with diabetes, caregivers, and healthcare professionals, understanding their needs and following all the systems and procedures established.
The Opportunity:
Act as a role model and first point of reference for advisors: provide constructive technical/behavioral feedback, coaching (with the leader), training on country-specific topics, and support in quality management (call audits, documentation checks, complaint handling).
Ensure smooth daily operations and team administration: oversee day-to-day running, communicate and follow up on operational topics, manage holidays/absences, and replace the leader in their absence.
Support leadership on country-related topics: participate in country meetings, define and implement operational processes, distribute country tasks, monitor correct application of country procedures, identify training needs, and keep the knowledge base up to date.
Contribute to people and performance processes: support recruitment (interviews, first selection with P&C); monitor and analyze KPIs; handle escalated customer interactions with exemplary solutions; and maintain outstanding communication with interfaces.
Deliver high-quality customer service and continuous improvement: process complex technical and marketing-oriented customer requests (incl. diabetes-related inquiries) and complaints per quality and regulatory guidelines; manage CRM workflow objects and data in real time; gather information on new processes; and propose optimizations and special projects.
Who you are:
Fluent in German and English (other languages a plus), with 3–5+ years’ experience in customer care or similar, ideally within Roche Diabetes Care Customer Care as Expert Advisor (CGM, DMS) and with consolidated knowledge of Roche DC products and solutions.
Strong analytical and IT skills: role model in IT navigation and fast learning of new technologies, experienced in KPI monitoring and report building, able to develop deep product/service knowledge and work autonomously with sound, quick decision-making.
Outstanding customer orientation and service mindset, able to handle complex requests, multitask in a dynamic environment, remain agile and flexible to changes, and engage actively in continuous improvement and learning.
Inspirational people and communication skills: role model in listening and clear communication; understands what motivates people; conveys objectives and expectations; gives constructive feedback and recognition; and contributes positively to team spirit and a pleasant working environment.
Demonstrated leadership potential and business mindset: proactive in suggesting improvements, actively participating in meetings, supporting team decisions, showing genuine interest in leading people, working with a teamwork attitude, having a humble growth mindset, and having schedule flexibility (including evenings, nights, weekends, and holidays.
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Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.