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職位概述 Job Summary :

The Customer Service Expert must have a strong purpose to enable the innovative personalized healthcare models to achieve the right patient at the right time and to achieve \"Innovating Diagnostics, Crafting Healthcare and Changing Lives in Taiwan ''. 

The Customer Service Expert role works collaboratively with the customer-facing team and Diagnostics Value Partners to support key Customer Experience initiatives. This position has the responsibility of responding to and resolving a wide range of customer inquiries and requests as well as supporting Foundation Medicine (FMI) related affairs between departments within Roche, and between Roche, FMI, and related vendors by coordination, documentation and process improvement initiatives in Customer Experience. Providing customer experience partnership and valuable services across all steps of the FMI operation process.

主要工作職責  Main Tasks & Responsibilities :

Build and leverage relationships across the organization to find opportunities for operational/process improvements ensuring a smooth customer experience;

Improve service quality and efficiency through innovation, and delivering valuable tasks;

Order management (including pre-order, payment, registering, sample delivery and testing status tracking) ;  

Provide the FMI product and service related technical support; 

Ensure that established processes and any updates fit within company and legal guidelines.

基本任職資格 Basic Requirements of the Job :

教育背景 Education :

Bachelor’s Degree in a business related discipline will be a plus

工作經驗 Experience :

Minimum of 2 years of work experience in CS role, preferably with exposure to scientific and/or technology environment;

Previous tenure in healthcare industry, diagnostics, medical devices and/ or pharma companies, preferably exposure to CS at Roche.

專業知識與技能 Specific Knowledge & Skills :

Proficiency in local language(s) and English 

A strong ethical mindset and good understanding of relevant compliance principles and regulations 

Practical understanding of digital innovation methodologies 

Deep understanding of healthcare system, processes and governance  

Knowledge of product, processes and procedures

System (CRM) management- cases, order and complaint management

Proficiency with Excel and CRM tools

System thinker and deep listener, to identify unmet patient or customer needs and co-create solutions with key stakeholders 

Solves sophisticated problems, and takes a new perspective using existing solutions

Acts as a resource for colleagues with less experience in FMI and provides functional expertise

Ability to understand and bring to bear digital means and tools for the benefit of all collaborators is highly desirable.

勝任能力要求Competencies: 

Demonstrates personal purpose around improving the healthcare ecosystem, both locally and for Roche more broadly. 

Visionary: defining and embedding the strategy around creating better health outcomes for more patients faster 

Is a catalyst and able to build and maintain open and visible relationships with internal / external collaborators and the wider network 

Strong entrepreneurial attitude with outstanding partnering capabilities (ability to consult, ask questions, deeply listen to understand)  

Growth mindset,  able to learn and unlearn quickly, do things differently and experiment, and contribute to the learning cycle by sharing knowledge with others inside and outside Roche 

Is an enterprise-thinker, able to connect the dots and leverage the network to bring in expertise, ideas and solutions related to PHC and FMI, and the wider patient journey /healthcare ecosystem 

Self managed and self advised - altruistic in supporting the global network 

Display of integrity in everything (i.e. open, honest, ethical and genuine) 

Enabler mindset bringing to bear the internal and external networks to bring value, sharing back and scaling. 

Ambitiously acts on key decisions and opportunities and ambitiously stops any activity that is not contributing. Ability to say “No” to collaborators when the value is not predictable/foreseen.

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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.