Patient Care Country Expert

Position:
Global Patient Care Country Expert (Japanese/Korean Speaker) - APAC

Company:
Roche

Location:
Malaysia, Petaling Jaya

Employment type:
Full time

Short Summary:
As a Patient Care Country Expert, you will provide exemplary customer care, guide and mentor fellow advisors, and support team leadership to maintain operational excellence and high customer satisfaction. You will act as a local anchor and operational champion, bridging the gap between global standards and country-specific needs.

Responsibilities:
- Act as the primary point of contact for country-specific queries and escalate complex requests to leadership.
- Adapt global customer care processes to local markets and propose workflow enhancements.
- Monitor and analyze regional performance KPIs and maintain local knowledge-base documentation.
- Provide exemplary front-line support and manage complex customer requests across various channels.
- Process product complaints and manage adverse events in alignment with internal quality guidelines.
- Provide constructive feedback, technical coaching, and country-specific training for new and existing advisors.
- Lead efforts to document team best practices and develop training modules.

Requirement:
- 3–5+ years in a customer care, technical support, or similar high-touch professional environment (Bachelor’s degree or equivalent experience preferred).
- Native/Fluent proficiency in the designated country's supported language AND fluent English.
- Strong background in customer orientation; knowledge of Roche commercialized Products and Digital Solutions is preferred.
- Willingness to work variable shifts, including evenings, nights, weekends, and holidays.

Benefits:
Dynamic, international environment, continuous learning pathways, and a collaborative team culture dedicated to making a tangible difference in global healthcare.