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

Apply