- 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.
- 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.
- H.S Diploma.
- Basic Knowledge in Windows, Mac and iOS in general.
- Supports Standard and Non-Standard Software, Hardware & Infrastructure.
- 2 years experience:
- At least 1 year experience in a technical support environment.
- At least 1 year experience in customer service.
- IT related Title is a plus.
- Fluent in English and Mandarin with excellent written and oral communications skills is required as the role will be needed to support our counterpart from Mandarin speaking countries.
- Able to work on shift example from 1pm to 10pm for Mandarin IT team.
- This will be a 2 years direct contract with Roche (renewable and convertible)
IT Customer eXperience Specialist - Malaysia, Selangor - Roche Diagnostics Corporation
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's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
What you will be working on
The ideal candidate
Requirements for IT:
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's 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.