Job Description

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\xe2\x80\x99s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionIntroduction Summary

• Join our dynamic team as a Customer Service Specialist, where you\'ll be at the forefront of supporting inquiries from Roche employees related to the Concur system\xe2\x80\x94a vital tool for managing Travel & Expense processes. Dive into a role that combines your passion for customer service, a knack for problem-solving, and expertise in navigating digital platforms to ensure a seamless experience for our users. Are you ready to embark on a journey of excellence and innovation? Let\'s elevate the Concur experience together!

Key Responsibilities

• Handle inquiries from users in China and English-speaking countries regarding Travel & Expense Applications through SAP Concur.
• Guide users in navigating tools, functionalities, and T&E processes, ensuring ease of use and understanding.
• Log and manage queries accurately in our ticketing system for swift resolutions.
• Maintain high service quality within performance targets and adhere to SLAs and SOPs.
• Educate users on expense reporting best practices and compliance with T&E policies.
• Collaborate with teams and escalate complex issues to level-two support when necessary.

Key Responsibilities (General)

• Dive deep into Concur product knowledge to become an expert resource.
• Promote best practices across teams for enhanced performance.
• Ensure all actions align with SOPs, local regulations, and ethical standards.

Qualifications

• Strong communication skills in English and proficiency in Mandarin for seamless interactions with users.
• Experience in call centers or supporting T&E processes is advantageous.
• Understanding of Travel & Expense processes (e.g., Concur) and familiarity with analytical and presentation tools.
• Organizational skills, prioritization abilities, and adherence to deadlines.
• Collaboration experience in cross-functional teams.
• Attention to detail, analytical thinking, and problem-solving skills.
• Eagerness to contribute to team success and growth.

Additional Requirements

• Proficiency in English & Mandarin is required to cater to users in the APAC countries.
• Bachelor\'s degree in Accounting or Finance preferred, or equivalent work experience.
• Recent graduates without experience will be considered based on enthusiasm and willingness to learn.

Who we areAt 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