Customer support specialist, Meylan (Dpt. 38)

Roche ist ein global führendes, forschungsorientiertes Healthcare-Unternehmen in den Bereichen Pharma und Diagnostics. Bei uns setzen sich über 80.000 Mitarbeitende in 150 Ländern für die Erforschung, Entwicklung und Vermarktung von innovativen Gesundheitslösungen ein, um das Leben von Millionen Menschen entscheidend zu verbessern. Innovation ist der Schlüssel zu unserem Erfolg. Dafür müssen wir kontinuierlich lernen, wachsen und uns stets weiterentwickeln. Daher brauchen wir Menschen, die sich persönlich dieselben Ziele gesetzt haben.

Roche Diagnostics France (Meylan proche de Grenoble), est la filiale française du groupe suisse Roche pour les activités diagnostiques. Leader français du diagnostic in vitro, Roche Diagnostics France commercialise et distribue une gamme complète de produits et de services innovants en Biologie Médicale - chimie, immunologie, biologie moléculaire, biologie délocalisée, en Recherche - analyse cellulaire, microarrays, génomique, séquençage haut débit - en Histopathologie, ainsi qu'en Diabétologie.

Customer support specialist - Bilingual English / Deutsch

• Position located in France - Meylan (Isère-38)

Responsibilities

• Tel support for customers and sales force RTD concerning technical issues
• Giving procedural help, technical questions, product instructions, reagents, software and other applications
• Claim following and complying with Roche Quality approved system
• Provide feedback concerning client satisfaction
• Manage client satisfaction with external salesforce, regional sales management,
• Assist the trainers during customer training sessions and new Roche Employees
• Contribute to trend analysis based on customer claims indicating on daily and monthly call frequency trends
• Support specific projects in relation to time, cost and task
• Develop technical skills by exchange of knowledge with marketing team

Initial training and experience

• Bac+3 specialized in Science / Biology
• 1-3 years confirmed experience in Customer service, specifically in multicultural call centers

Knowledge, skills and abilities

• Bilingual English and working knowledge of another language is a plus
• Good communication skills, both oral and written
• Knowledge of laboratory procedures
• Working knowledge of office equipment and IT
• Training skills

Personal Skills

• Analytical approach and ability to resolve problems
• Good communication skills
• Team spirit
• Customer focused