Healthcare Customer Experience Specialist- Ukrainian speaking

The Position

We are looking for you to join Roche and our Roche Services & Solutions Center in Budapest.- Roche is a global healthcare company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center. We offer a flexible working framework (1 office day/week on average) and provide fully remote working conditions within Hungary.

What we do:

We provide a seamless and positive experience for our customers who contact us via multiple channels.

This includes;

• Opening and closing service requests and incidents, as well as managing the classification, assignment, tracking, proper documentation, follow up and satisfactory resolution.
• Driving overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).
• Support includes technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service.
• Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines.

Your day to day responsibilities are:

• Responds accurately and professionally to technical and medical information inquiries received via multiple communication channels, in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information.
• Triaging and responding to the medical/system/solution enquiries using approved resources
• Identifying, capturing, reporting, and following up on adverse events and product complaints in compliance with established timelines and organizational, client and regulatory guidelines
• Maintaining and demonstrating advanced knowledge of project and corporate policies and procedures
• Provides 1st level support from a wide range of services to internal, external customers and patients.
• End-to-End Ticket Lifecycle by following global established procedures, ensures end users are properly informed about progress and manages end user expectations.
• Escalate incidents to next level on a timely manner upon exhaustion of all means available
• Ensures that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.
• Invests in Self-Learning and development, stays up-to-date with new services, and invests in technical expertise for specific areas according to the business need.
• Contribute on creating, modifying and removing knowledge articles for customer experience organization and customers.
• Contributing to process improvement, innovation and involvement in resolution of complex technical issues.
• Support on escalations done by our customers.
• Involvement in projects
• Responsible for meeting individual and team KPIs and metrics, defined to ensure customer experience and act upon feedback provided related to improvement needs.

As a qualified expert, you have:

• 1 years of experience:
• At least 1 year in customer service OR
• At least 1 year working in an IT support environment/Service Desk/Desk-side/technical or business support.
• Experience in Nursing, Healthcare Industry is a desirable advantage.
• Fluent in English and Ukrainian
• One additional language with excellent written and oral communications skills is an advantage ( Turkish, Portuguese)
• Excellent troubleshooting and problem solving skills.

What can you bring to our team:

• Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
• High aptitude for learning and developing skills in his/her areas of specialization.
• Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment.
• Excellent organizational and communication skills, and the ability to prioritize tasks among many.
• Taking ownership and driving end-to-end resolution while keeping the customer updated.
• Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job. Contributes to the organization’s quality goals by knowing and understanding quality metrics and the way she/he can positively influence those.
• Customer oriented mindset, compassionate, empathetic with patients
• Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise.
• Follows all laws, regulations and policies that govern the conduct of all activities. Is accountable for being fully knowledgeable of all relevant policies and for abiding by these.
• Does not compromise ethics or integrity, or undertake legal risks while pursuing business goals.

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & trainings, the possibility of international assignments, internal position changes and the chance to shape your own career. 
• Excellent benefits & flexibility: competitive salary and cafeteria package, annual bonus, language allowance, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice, and its conditions can be tailored for employees according to needs. We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 1400 employees in Hungary.

Roche is an Equal Opportunity Employer.

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