Global Customer Experience End to End Integrated Support Service Specialist

Roche; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare company in Malaysia is seeking a Global Customer Experience End to End Integrated Support Service Specialist who speaks Mandarin. The ideal candidate will provide outstanding customer service, ensure timely resolution of inquiries, and effectively collaborate with various teams. Required qualifications include a college degree and strong communication skills in English and Mandarin. Join this dynamic team to contribute to innovative healthcare solutions with a focus on customer satisfaction.

Qualifications

• 1-3 years of experience in customer support or similar environment.
• Experience with shared service or customer service centers is a plus.
• Ability to work in a multicultural team.

Responsibilities

• Provide timely support and guidance to customers.
• Ensure quality delivery of services within agreed KPIs.
• Maintain documentation related to business systems and processes.
• Collaborate with relevant support teams to achieve high customer experience.

Skills

Strong communication skills in English and Mandarin

Customer service skills

Organizational skills

Knowledge of ticketing tools

Good numerical and analytical skills

Education

A college degree

Degree in finance, informatics, business administration or economics

Tools

ServiceNow

Concur

ERP or S4/Hana

Job description

Global Customer Experience End to End Integrated Support Service Specialist (Mandarin speaking)

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

Roche is a global healthcare company offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center.

You will be:

• Provide timely support, guidance, and a high level of customer service to customers in relation to the Global Integrated Support team’s processes, ensure timely resolution and customer satisfaction. Handle incoming calls, live chat, and ServiceNow portal tickets regarding to the Global Integrated Support team’s processes, acting as a first point of contact for internal customers, build and maintain an effective relationship with them
• Ensure quality and accurate delivery of services within agreed key performance indicators (KPIs) and as defined in the Service Level Agreement (SLA) and SOPs of the respective business sub-process
• Creating/maintaining and following up cases/tickets in the adequate quality and in a timely manner to achieve the best response and end-to-end resolution time. Responsible for first-level issue resolution and being able to make decisions on further actions for completing and resolving the upcoming requests and issues. Building and maintaining all documentation related to our business systems and processes to ensure it is up to date. Being responsible and contribute to proper availability planning within the Team by discussing planned holiday/training schedules in advance
• Contribute continuously to the implementation of new tasks and responsibilities coming to Roche
• Cross-Functional Collaboration: Being a bridge between other resolver groups and the business, sharing the knowledge and instructions with the requestor on the adequate level – Collaborate and cooperate with relevant support teams and technical teams to achieve the fastest resolution and high customer experience. Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Who you are:

We are seeking an individual with 1-3 years of related experience working in a customer support (or similar) environment. You bring the following qualifications:

• A college degree is required. A college or University degree in finance, informatics, business administration or economics subject is a plus
• Experience and knowledge of expense reporting software, preferably Concur and in Shared Service or Customer Service Centre in a support function is a plus
• Experience in ERP or related business applications implementation; preferably S4/Hana knowledge is a plus
• Strong communication skills in English and Mandarin (written and spoken) are essential. Additional languages are a plus, based on region/customer requirements. Demonstrate strong customer service skills including timeliness, good communication skills ,and follow-ups. Strong organizational skills, time management, and ability to prioritize. Communicate effectively both verbally and written in English. Additional language skills are a plus.
• Ability to work across multi-cultural, diverse regions as part of a global team in a changing environment. Collaborative and team-oriented; you have the ability to work with cross functional team with different cultures. Familiar with ticketing tools - ServiceNow. Good numerical and analytical skills with a strong attention to details. React to problems fast and easy and in an appropriate manner and behavior. Ability to work in a fast paced environment

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.