Customer Experience Representative

1 week ago


Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche AG Full time

F. Hoffmann-La Roche AG is a leading healthcare company that aims to improve people's lives by developing innovative medical solutions. We are passionate about transforming patients' lives and believe it's urgent to deliver medical solutions right now – even as we develop innovations for the future.

About the Job

We are looking for a Customer Experience Representative to provide exceptional service to our customers. As a key member of our organization, you will be responsible for ensuring that our customers receive seamless and positive experiences when contacting us via multiple channels.

You will:

  • Manage the lifecycle of tickets, including opening and closing service requests and incidents, and escalating incidents/service requests to level 2 support if necessary.
  • Support Standard and Non-Standard Hardware & infrastructure, including laptops, desktops, tablets, mobile devices, monitors, & printers.
  • Collaborate with other teams to ensure that our customers receive the best possible service.
Requirements

To be successful in this role, you will need:

  • 0-1 years of experience in a call center, help desk, or IT desk-side support environment.
  • A University Bachelor's degree.
  • Strong communication skills in English (written and spoken) are essential. Additional languages are necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong).


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