Employee Experience Operations IT Specialist (Japanese Speaking)

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, and manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental KPIs.

What you will be working on

• 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 a knowledge base for the customer experience organization and customers.
• Ensure that excellent customer experience is achieved through the combination of soft skills and a 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.

The ideal candidate

Requirements for IT

Who we are

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.

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