Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Roche in Nairobi, Kenya is seeking a Call Centre Specialist for Diagnostics. The role will entail allocating resources to facilitate installations, deinstallations, emergency repairs and preventative maintenance and to maintain the call centre system to ensure uninterrupted service provision.
Key Responsibilities:
Resource Planning & Dispatching
- Coordinate installations and de-installations by identifying resource availability, allocating and booking resources to undertake site inspections and confirming dates with relevant parties and on the system.
- Allocate resources to address export calls by receiving the requests, analysing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client and relevant manager daily and as required.
- Allocate resources to address emergency repairs by receiving requests, analysing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client daily and as required.
- Schedule preventative maintenance by identifying equipment that requires preventative maintenance, engaging with clients, identifying resources required and booking services with clients with service contracts, facilitating provision of quotes and booking appointments on receipt of purchase orders for clients without a service contract as required.
- Monitor the planning board by analysing resourcing levels, identifying gaps and anomalies, identifying risks, communicating potential conflicts and monitoring implementation of corrective action daily and as required.
Customer Service Management
- Monitor customer services by engaging with customers, analysing feedback received, identifying trends and patterns and providing feedback and following up on resolution of issues identified by clients weekly and as required.
- Monitor potential compliance cases by identifying potential risks, identifying resources required and scheduling for investigation and communicating with relevant parties.
Call Centre System Management
- Manage the call centre system by defining parameters, updating the configuration, monitoring performance, identifying areas of risk, setting up and activating back-up systems, communicating with relevant parties and implementing corrective action weekly and as required.
You, as an ideal candidate, will have the following skills, experience and education:
- Essential: A diploma or degree qualification in biomedical technology or similar.
- Experience: 3- 5 years’ experience in a laboratory environment.
- Required knowledge: Health care regulatory frameworks.
Job Level:
Individual contributor
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