Customer Experience Specialist (Mandarin Speaking)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

In this role, you will report to IT Service Desk Team Lead

The Opportunity:

• Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.
• Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.
• Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge base for customer experience organization and customers.
• Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.
• Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs.
• Take ownership and drive end to end resolution while keeping the customer updated.
• Involve in small projects with the guidance of the operations manager or people leader. Learn from the focus groups such as QA, KM, Feedback, and others, as part of development
  
  

Who You Are:

• 2 years experience: At least 1 year experience in a technical support environment. At least 1 year experience in customer service OR IT graduate or from the IT background
• Proficient in Mandarin and English with excellent written and oral communications skills is required
• Able to work on shift example from 1pm to 10pm for Mandarin IT team
• Customer oriented mindset, highly accountable, agile, and results oriented.
• Ability to work in, co-create in a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment. and contribute to a highly complex and team-oriented global environment
  
  

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.