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 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.

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.

Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment.

Develop organizational and communication skills.

Taking ownership and driving end to end resolution while keeping the customer updated.

Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.

Contributes to the organization\'s quality goals by knowing and understanding quality metrics and the way she/he can positively impact those.

Involvement 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 their development.

Requirements for IT:

H.S Diploma.

Basic Knowledge in Windows, Mac and iOS in general.

Supports Standard and Non-Standard Software, Hardware & Infrastructure.

Fluent in Japanese, preferably JLPT N2 above as the role will need to support our Japan counterpart, and English with excellent written and oral communications skills is required.

Able to work on shift example from 7am to 4pm for the Japanese IT team.

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