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
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.
That’s what makes us Roche.
The Opportunity
We are seeking a dedicated professional to ensure a seamless and positive experience for our customers across various communication channels. The role involves managing the entire lifecycle of service requests and incidents, including opening, closing, classifying, assigning, tracking, documenting, following up, and ensuring satisfactory resolution. By leveraging individual and departmental Key Performance Indicators (KPIs), you'll drive overall customer satisfaction.
The support provided encompasses multiple enterprise and business-specific applications, handling troubleshooting across various platforms and channels. You will adhere to globally established processes to maintain consistency and quality in service.
Essential Responsibilities:
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Ensure excellent customer experience through soft skills, customer-centric mindset, and adherence to global procedures.
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Provide 1st level support and guide customers on self-service, contributing to knowledge building and promoting autonomy.
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Manage the end-to-end ticket lifecycle, re-route incidents timely, and handle escalations as needed.
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Invest in self-learning and development to stay updated with new services and technical expertise.
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Promote teamwork, contribute to process improvement, and meet individual and team KPIs and quality metrics.
Who you are
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Bachelor's degree or higher in Finance, Informatics, Business Administration, or Economics (preferred).
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Fluency in English, with excellent written and oral communication skills
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Minimum of 1 year of experience in customer service.
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2-4 years of experience in one or more of the following areas:
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Procurement or Accounts Payable
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Ticketing tool usage
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SAP or other ERP systems
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Experience with Opera, BW, or Tableau is a plus
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Strong understanding of the procure-to-pay end-to-end process..
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Ability to work in, co-create, and contribute to a highly complex and team-oriented global environment.
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High aptitude for learning and skill development in areas of specialization.
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Capability to thrive and contribute in a fast-paced, dynamic environment with multiple priorities, maintaining composure and flexibility.
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Excellent organizational and communication skills, with the ability to prioritize tasks effectively.
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Demonstrated ownership and responsibility in driving end-to-end resolution while keeping customers informed.
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.
The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.
Roche is an Equal Opportunity Employer.
Top Skills
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
