Customer Experience Executive

Job description

  Job facts

This position will provide customer service experience to physicians, patients, Roche sales team, Oncquest field force and the regional customer service team for the Indian market. This includes facilitating order fulfilment and coordinating amongst various stakeholders to make the entire testing-related processes seamless. In particular, the person will work closely with the Regional Customer Service team to provide first line customer service experience/support for in-bound enquiries and supporting ordering of FMI services.

·  You will receive and triage inbound enquires from Roche-Foundation Medicine Sales team, Regional Customer Service and Customers, provide front line support to answer standard commercial questions
·  You will provide proactive support to customers and assist in ordering and shipping of specimen kits for Foundation Medicine Testing
·  You will coordinate with Regional Customer Service to track test and report status, manage test issues and ensure appropriate commercial or medical resources are allocated to address specific case issues
·  You will coordinate with Oncquest's field force to get orders fulfilled: getting samples picked, check Test Requisition Forms (TRFs) and other administrative tasks
·  You will proactively communicate with the Commercial team to resolve test issues, and ensure timely delivery of test reports, prepare shipping documentation and work closely with freight forwarders or shipping partners to ensure timely delivery
·  You will work with Roche colleagues to drive customer experience efforts to improve operational efficiencies and track all cases of customer enquiries on the CRM system and ensure closure of all cases

·  Who we are

Roche Pharmaceuticals, India, has been disseminating scientific knowledge pertaining to innovative medicines to the medical fraternity. We have products in therapeutic areas such as Oncology, Virology, Nephrology, Transplantation, Anemia and Rheumatoid Arthritis. In recognition of its contributions in Oncology, Roche India has been awarded the ‘Best Oncology Company of the Year,' by Frost & Sullivan at the India Healthcare Excellence Awards for the years 2011, 2012 and 2014.

Roche is an equal opportunity employer.

Desired profile

Who you are

You're someone who wants to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.

·  You are a Life Sciences Graduate with 3 – 4 years of experience in customer service
·  You have excellent communication skills - English and Hindi are mandatory, knowledge of other regional languages would be an advantage
·  You have an understanding of diagnostics, clinical testing, or pharmaceuticals industry
·  You have experience in using online service management and CRM tools
·  You have customer centric mindset, ability to multi-task, prioritize and manage time effectively

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