Travel & Expense Solutions Specialist (Mandarin Speaker)

Roche; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global healthcare company is seeking a Travel & Expense Solutions Specialist fluent in Mandarin to deliver exceptional customer service on SAP Concur. You will be the first point of contact for internal customers, ensuring timely issue resolution and contributing to process improvements. The ideal candidate holds a relevant degree and possesses strong customer service and analytical skills. Join us to make a meaningful impact on healthcare.

Qualifications

• 1–3 years of related experience in Travel & Expense system support, ideally within SAP Concur.
• Experience in a shared service or customer service center is an advantage.
• Comfortable working in a fast-paced, multicultural global environment.

Responsibilities

• Provide timely support and high-quality customer service to internal customers on SAP Concur.
• Act as the first-level support for inquiries via calls and ServiceNow tickets.
• Deliver process training to end users and contribute to system enhancements.

Skills

Customer service skills

Analytical skills

Attention to detail

Fluent in English

Education

College degree in finance, informatics, business administration, or economics

Tools

SAP Concur

ServiceNow

Job description

Overview

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.

Position

As the Travel & Expense Solutions Specialist (Mandarin Speaker) at Roche, you will play a vital role in delivering exceptional customer service by supporting the daily activities of our Travel & Expense (T&E) system, SAP Concur. You will serve as the first point of contact for internal customers, ensuring timely issue resolution and contributing to continuous process improvement within Roche Services Solutions – Global Customer Experience (GCX).

Responsibilities

• Provide timely support, guidance, and high-quality customer service to internal customers on SAP Concur, ensuring issues are resolved efficiently and accurately.
• Act as the first-level support for inquiries via calls, live chat, and ServiceNow tickets, maintaining strong and effective relationships with stakeholders.
• Ensure accurate service delivery in line with defined KPIs, SLAs, and SOPs.
• Perform daily administrative duties on the Concur system, including ticket handling, reporting, and documentation updates.
• Deliver process training to end users and contribute to continuous system and process enhancements.
• Collaborate with cross-functional teams, including T&E compliance and Concur Technical Support, to drive quick resolutions and improve customer experience.
• Maintain proper documentation of business systems and processes, ensuring compliance with Roche standards and SHE (Safety, Security, Health, and Environmental Protection) guidelines.

Qualifications

• Hold a college degree (finance, informatics, business administration, or economics preferred).
• Bring 1–3 years of related experience in Travel & Expense system support, ideally within SAP Concur.
• Experience in a shared service or customer service center is an advantage.
• Demonstrate strong customer service skills, with the ability to manage priorities, communicate effectively, and follow up with stakeholders.
• Fluent in English (written and spoken); additional language skills are a plus.
• Proficient with ticketing tools (e.g., ServiceNow), with solid numerical, analytical, and attention-to-detail skills.
• Comfortable working in a fast-paced, multicultural global environment, both independently and collaboratively.
• Organized, adaptable, and proactive, with strong problem-solving and time management capabilities.

About Roche

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.