Global Patient Care Country Expert (Japanese/Korean Speaker) - APAC — Roche

Full description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position At Roche, our commitment to healthcare goes far beyond scientific innovation—it is rooted in the compassionate, seamless support we provide to every single patient and customer. Our Global Customer Care organization acts as the front line of this mission, ensuring that users of Roche Products and Digital Solutions receive world-class technical and medical assistance when they need it most. We are seeking a empathetic, driven, and highly skilled Patient Care Country Expert . In this multifaceted role, you will be a local anchor and operational champion, bridging the gap between global standards and country-specific needs. You will deliver exemplary customer care, guide and mentor fellow advisors, and support team leadership to maintain operational excellence and high customer satisfaction.

The Role: What You Will Do

1. Country-Specific Expertise & Operational Leadership

• Local Subject Matter Expert: Act as the primary point of contact for country-specific queries, escalating complex requests to leadership when required.
• Localization & Process Ownership: Adapt global customer care processes to local markets by staying current with local regulations and legal frameworks, proactively proposing workflow enhancements.
• KPI Monitoring & Knowledge Management: Monitor and analyze regional performance KPIs to ensure country procedures are followed, while maintaining and updating local knowledge-base documentation.
• Leader Deputy & Support: Assist leaders with daily operations, Quality Assurance (QA), audit prep, candidate selection with People & Culture (P&C), task distribution, and administrative management (e.g., leave requests). Step up as deputy during leader absences.

1. Customer Interaction & Escalation Management

• Front-Line & Escalated Support: Provide exemplary front-line support and manage complex technical, medical, and marketing-oriented customer requests across various channels (phone, written, digital solutions).
• Compliance & Complaints Handling: Meticulously process product complaints and manage adverse events in strict alignment with internal quality guidelines and regulatory mandates.
• Real-Time CRM Management: Handle inbound workflow objects and maintain accurate customer data within the CRM system in real time.

1. Coaching, Training & Continuous Improvement

• Mentorship & Onboarding: Provide constructive feedback, technical coaching, and country-specific training for new and existing advisors.
• Feedback Deep-Dives: Perform root-cause analysis on customer feedback and collaborate with Trainer, QA, and Leadership teams to run regular knowledge-transfer workshops.
• Innovation & Best Practices: Lead efforts to document team best practices, develop training modules, and analyze service review data to drive continuous operational improvement.

Who You Are

You are a empathetic communicator who thrives on solving complex challenges, helping others grow, and serving as a positive role model. You combine strong analytical capabilities with an agile mindset, adapting easily to shifting business priorities.

Experience & Requirements

• Professional Experience: 3–5+ years in a customer care, technical support, or similar high-touch professional environment (Bachelor’s degree or equivalent experience preferred).
• Language Skills: Japanese (Mandatory)/ Korean (Nice to have) AND fluent English. Additional languages are a plus.
• Industry & Product Knowledge: Strong background in customer orientation; consolidated knowledge of Roche comm