Customer Care Advisor

The Position
Summary
The Customer Care Advisor role provides the best level of assistance to people
with diabetes and health care professionals by understanding their needs and
following all the systems and procedures established in Roche Diabetes Care
call center. The support is given via phone, email or using social media
channels, and is related to Roche Accu-Chek portfolio. The Customer Care
Advisor also executes outbound calls to give support and offer services and
products.

Your Responsibilities
* Give the best level of assistance to customers understanding their needs and following all the systems and procedures established in the Call Center.
Qualified processing and answering of users ' technical and marketing-oriented
requests via telephone and in written form from the subject area of diabetes;
processing complaints in accordance with internal quality guidelines and
regulatory provisions.
* On demand support in outbound activities related to promotional or sales campaigns.
* Real-time documentation of all customer contacts in accordance with the specifications of the internal quality guidelines in the respective CRM system. 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 systems to provide up-to-date customer information for marketing as requested by the respective country organizations such as address, phone number, mobile phone number, email-address etc. Taking over of long-term special tasks, support of new colleagues through buddy-up sessions. Regular proactive gathering of information about news and processes as well as active contribution of ideas to optimize business relevant information.
* Conceptional contribution to the development and improvement of work processes

Compliance
* You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.
* All Roche employees shall notify in good faith any deviation or violation of any regulatory requirements as defined by the applicable laws and regulations, and procedures and standards of Roche.
* All Roche employees shall meet the training requirements set by the applicable laws and regulations and by Roche standards to perform duties of job.

Who You Are
* You preferably hold a University degree in Pharmacy, Nursing, Nutrition or any relevant medical field
* You have worked in a call center before
* You have work experience in dealing with customers ideally in the health care or information technology sector
* You have strong affinity with information technology
* You are a dynamic individual who is passionate about giving the best service and able to handle multiple tasks
* You have strong listening and strong communication skills, and empathy
* You are open-minded, positive and a team worker
* You are able to work autonomously in a highly organized structure
* You are service minded and effective in solving problems and making decisions
* You can fluently speak and write Arabic and French. English speaking and writing is considered a plus
* You have strong multicultural skills and able to understand various cultures in the Middle East, Africa and beyond
* You are compliant and ethical
Who we are
At Roche, more than ‎100,000 people across ‎100 countries are pushing back the
frontiers of healthcare. Working together, we 've become one of the world's
leading research-focused healthcare groups. Our success is built on
innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.