Customer eXperience Specialist ( Vietnamese & English Speaker)

At Roche, we embrace your unique qualities, encouraging personal expression, open dialogue, and genuine connections where you are valued, accepted, and respected. Our culture supports you to thrive both personally and professionally. Join Roche, where every voice matters.

The Position

You will be :

Provide 1st level support for 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 following incident and request management procedures. Guide customers on self-service options, share guides, and demonstrate self-service portal capabilities. Contribute to building knowledge for the customer experience organization and customers.

Ensure excellent customer experience through soft skills and a customer-centric mindset. Invest in self-learning, stay updated with new services, and develop technical expertise as needed.

Contribute to creating, modifying, and removing knowledge articles for the customer experience organization and customers. Assist as a coach or mentor for non-senior specialists. Support process improvements, innovation, and resolution of complex technical issues.

Support escalations from customers and participate in projects.

Who you are :

Customer-oriented, highly accountable, agile, results-driven. Capable of working in a complex, global, team-oriented environment.

Quick learner with the ability to develop skills in your area of specialization. Able to work in a fast-paced, changing environment managing multiple priorities with composure and flexibility.

Ownership-driven, able to drive end-to-end resolutions, keep customers informed, and adhere to process requirements. Share knowledge to help peers grow in technical and soft skills. Possess excellent organizational and communication skills, with the ability to prioritize tasks effectively.

Requirements for IT support include :

High school diploma

• Excellent troubleshooting and problem-solving skills
• Advanced knowledge of operating systems such as Windows, Mac, iOS devices

Minimum 4 years of experience : at least 3 years in an IT support environment (Service Desk, desk-side, or technical support) and at least 1 year in customer service. An Associate's IT Degree is a plus.

Fluent in English and Vietnamese, with excellent written and oral communication skills. Ability to work shifts, e.g., from 7 am to 7 pm.

Who we are

Driven by a healthier future, over 100,000 employees worldwide are dedicated to advancing science and ensuring access to healthcare. Our efforts have resulted in treating over 26 million people with our medicines and conducting over 30 billion tests with our diagnostics products. We foster creativity, explore new possibilities, and aim to deliver life-changing healthcare solutions globally.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

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