Job Description

4! The 4 essential elements that shape our culture: Inspired. Curious. Unbossed. Integrity. Our mission is to discover new ways to improve and extend peoples\' lives. Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.
We are on our journey to reimagine medicine and our team focus on delivering healthcare solution which fit for purpose. We strive to be the best place to work where our associates could be their best self each day and every day to unleash their full potential.

We are looking for individual to join our team who have passion to improve and extend people\'s lives.

Your Responsibilities:

Your responsibilities include, but not limited to:

• Executing the first to Novartis and first in class unique HCP, patient, and caregiver customer service for Cell and Gene Therapy, to manage both commercial and clinical cases
• Supports assigned hospital accounts in the order management process with coordination of the required logistics and delivering best-in-class customer services while coordinating with the various global teams to support the relevant centers
• Represents Customer Operations team in various cross-functional projects and initiatives as required.
• Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
• The role works cross-functionally with the country teams, cell therapy operations, Global supply chain, Global manufacturing sites, quality assurance, legal, regulatory, commercial and medical teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal)
• Provide customer service support in handling inbound customer inquiries
• Conduct outbound follow-up communication to ensure timely and accurate service support to our customers and support teams across APMA Region
• Implement value adding customer services to HCPs, patients and caregivers to improve their customer experience.

Minimum requirements

What you\'ll bring to the role:

• Fluent verbal/written Korean language skills and business level English proficiency
• Minimum of 3 years in customer support (service) or customer facing experience
• Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs
• High level of emotional intelligence to manage complex and difficult stakeholder situations
• Collaborative mindset to manage local and regional cross-functional interactions, both internal and external.
• Able to think strategically to anticipate and plan for critical needs to support centers , taking strategic decisions while staying focused and articulated
• Proficient at uncovering customer based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements
• Ability to work well across a matrix organization with strong collaboration skills to internal and external stakeholders

Why Novartis?
236 million lives were touched by Novartis medicines in 2022, and while we\'re proud of this, we know there is so much more we could do to help improve and extend people\'s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what\'s possible, when we collaborate with courage to aggressively and ambitiously tackle the world\'s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could achieve here at Novartis!

Novartis is an equal opportunities employer and welcomes applications from all suitably qualified persons.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

Functional Area

Sales

Division

Innovative Medicines International & Chief Commercial Office

Business Unit

GPS&C Global Product Strategy & Capabilities

Employment Type

Regular

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Shift Work

No

Early Talent

No

Novartis