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.

The Position

Roche Diagnostics

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
  
  

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.

Roche is an Equal Opportunity Employer.

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