Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Mannheim


Who we are:
„Rethinking diabetes together” is the motto under which we are working to redesign tomorrow's diabetes care today. Roche Diabetes Care Germany relies on modern therapy solutions that help to improve treatment outcomes for people with diabetes through structured processes and digital support. Our offers include traditional and continuous glucose monitoring, digital documentation and evaluation, smart insulin delivery and motivating services. As market leader, we leverage the opportunities offered by digitalisation to further develop care structures in collaboration with all those involved.
The position
The International Customer Care Center Western Europe is formed by a multi-cultural group of professionals who serve clients in 15 countries. As part of the Roche group we are located in Mannheim and Sant Cugat del Vallés (Barcelona). We support people with diabetes and health care professionals with enquiries, complaints and technical issues via phone and e-mail in a friendly and effective manner.
As Customer Care Advisor your main tasks are:
You are the primary contact for our customers in Norway and UK/Ireland or Germany
You handle and answer product related incoming questions of our customers (end users, pharmacists, doctors) via phone or email in Norwegian and English or German
You handle complaints corresponding to our internal quality regulations and the legal country regulations
You are responding to enquiries concerning marketing and sales campaigns
You carry out campaigns in the target groups of the trade and professional sector to support the Diabetes Care Sales division
You document customer complaints and technical issues in our CRM systems according to regulatory standards in English or German
Who are you:
As Customer Care Advisor you bring along the following skills:
You speak and write fluently Norwegian and English or German. Ideally you also speak other Scandinavian languages
You are customer oriented and have experience in handling customer requests – especially critical conversations
You are highly sales oriented and motivated by completing sales
You have experience in working in a Customer Service Center or within Health Care
Knowledge of Diabetes, both personally and professionally, would be a plus
You are able to read technical information (in English) and provide technical support to customers, the use of supporting computer-technology is natural to you
You have Microsoft Windows Office package proficiency and knowledge of CRM systems
You are generally interested in solving IT questions. Your knowledge of operating systems, standard protocols and USB devices is profound. A plus is knowledge of Microsoft SQL databases
You are able to work in a team and under pressure. Self-dependence and flexibility are qualities that characterize you
You have experience in training or coaching customers
You have completed vocational training and/ or college
This position is limited to 2 years.
We look forward to receiving your full job application with a cover letter and a current resume!
Whom to contact:                 Yvonne Penderak
Telephone number:              0621 759 67111
For further insights:
Application documents
For a complete application please add an updated CV, a motivational letter specific to the position and all relevant certificates. Please consider that after submission you won’t be able to add any further documents.

About the company

Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.

The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.

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