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.
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).
THE OPPORTUNITY:
• Fluent in English 85% or more, excellent written and oral communications skills is required
• 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 and 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
📌 Employee Experience Senior IT Specialist (Chía)
🏢 Roche
📍 Chía