Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Position Charter  : 

Provide customer service, marketing and sales support to near patient care business area

Responsibilities:

Customer Service

Provide customer services to walk-in customers including maintenance, warranty replacement, product demonstration, trouble-shooting and customer complaints etc

Record and input customer enquiries and complaint cases in CRM system and prepare reports for local and global monitoring

Handle customers enquiries of NPC products in various channels (Walk in, hotline and Online)

Handle purchase and upselling of NPC products from various channel (Walk in, hotline and Online)

Manage the customer experience center

Commercial Admin Support

Assist the team in implementation of sales campaigns, direct marketing campaigns and relevant promotional activities 

Arrange delivery of samples or demo products

Warranty & redemption cards data input

Provide sales support to sales team e.g. product repacking

Inventory Management

Stock management of office mini warehouse and demo stock 

Education  :

Form 7 or above, university graduate is preferred

Experience  :

3-yr experience in customer service, training in Customer Service skills is a plus

Hands-on experience in handling difficult customers

Special Requirement  :

Excellent customer orientation and service mindset

Able to handle difficult situations with customers

Works with autonomy and flexibility, always with a team work attitude

Detail minded and high independent problem solving skill

Special Knowledge  :

Good communication skills and CS etiquette

PC literacy with knowledge in using Word, Excel, PowerPoint & Chinese Word processing

Fluent in written English & Chinese and spoken English, Cantonese & Mandarin

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.