Patient Care Country Expert – MEA

About the role

The Patient Care Country Expert for the MEA region will ensure a seamless, positive experience for customers across multiple communication channels. Reporting to the Customer Care Team Manager, the role combines technical, analytical and operational support while acting as a key liaison for country‑specific issues.

Key responsibilities

• Handle service requests and incidents, ensuring proper classification, assignment, tracking, documentation and follow‑up.
• Drive customer satisfaction through defined KPIs and support internal and external teams with technical and medical expertise.
• Manage adverse events and product complaints in line with regulatory and organizational guidelines.
• Provide front‑line assistance to patients and customers via phone, email and digital platforms.
• Support the team leader with coaching, quality audits, recruitment activities and day‑to‑day operations.
• Act as the first point of contact for country‑specific queries and coordinate with advisors on operational processes.

Required profile

• Strong background in patient care or medical product support.
• Experience in handling regulatory‑driven adverse event reporting and product complaints.
• Proven ability to coach and motivate a customer‑care team.
• Excellent communication skills and a collaborative mindset.

Required skills

What we offer

• Opportunity to work for a global leader in healthcare.
• Continuous development through training, tools and resources.
• Collaborative environment that values diversity and inclusion.