Job Description

The Position

Mission

To provide a seamless and positive experience for our customers who contact us via multiple channels.

Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests.

Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

What you will be working on

• 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 are achieve through the combination of soft skills and customer- centric mindset.

The ideal candidate

• Customer oriented mindset, highly accountable, agile, and results oriented.
• Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
• High aptitude for learning and developing skills in his/her areas of specialization.
• Capable of interacting and effectively communicating with all levels of the organization, with the ability to thrive in a team environment
• Taking ownership and driving end to end resolution while keeping the customer updated.
• Learn from the focus groups such as QA, KM, Feedback, and others, as part of their development.
• Maintenance of the confidentiality of any personal or company information encountered

Requirements:

• Candidate should be currently in pursuit of a bachelor\xe2\x80\x99s degree or Diploma
• Basic Knowledge in Windows, Mac and iOS in general.
• Fluent in English with excellent written and oral communications skills is required.
• Interested to work in a shared service center across a global or large organization.
• Able to commit to a 6 months of internship within this year.

What We Offer

• Flexible working hour
• Hybrid Workplace
• We are looking for 3 intern
• Opportunity to work or manage APAC Countries

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s 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.

Roche