Customer eXperience Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

You will be :

• 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, contribute to Building Knowledge 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 need.

• Contribute on creating, modifying and removing knowledge articles for customer experience organization  and customers. Assist as a coach and/or a mentor for non-Senior Specialists. Contribute to process improvement, innovation and involvement in resolution of complex technical issues. 

• Support on escalations done by our customers & Involvement in projects  

Who you are :

• 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 .

• 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. Contribute to the organization's quality goals by knowing   and understanding quality metrics and the way she/he can positively impact those. Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise.  Excellent organizational and communication skills, and the ability to prioritize tasks among many.   

• Requirements for IT: H.S Diploma. Excellent troubleshooting and problem solving skills.Advanced knowledge in Operating systems such as Windows, MAC, iOS devices in general.

• 4 years of experience: At least 3 years working on an IT support environment, Service Desk, Desk-side or technical support and at least . 1 year in customer service. Associate's IT Degree is a plus.

• Fluent in English & Vietnamese languages, excellent written and oral communications skills is required. Can work on shift example from 7am -7pm

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.