GCX Business Support Specialist Trilingual (Portuguese)

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

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:  

• Ensure excellent customer experience through soft skills, customer-centric mindset, and adherence to global procedures.

• Provide 1st level support and guide customers on self-service, contributing to knowledge building and promoting autonomy.

• Manage the end-to-end ticket lifecycle, re-route incidents timely, and handle escalations as needed.

• Invest in self-learning and development to stay updated with new services and technical expertise.

• Promote teamwork, contribute to process improvement, and meet individual and team KPIs and quality metrics.

Who you are

• Bachelor's degree or higher in Finance, Informatics, Business Administration, or Economics (preferred).

• Fluency in English and Portuguese, with excellent written and oral communication skills

• Minimum of 1 year of experience in customer service.

• 2-4 years of experience in one or more of the following areas:

  • Procurement or Accounts Payable

  • Ticketing tool usage

  • SAP or other ERP systems

  • Experience with Opera, BW, or Tableau is a plus

• Strong understanding of the procure-to-pay end-to-end process..

• Ability to work in, co-create, and contribute to a highly complex and team-oriented global environment.

• High aptitude for learning and skill development in areas of specialization.

• Capability to thrive and contribute in a fast-paced, dynamic environment with multiple priorities, maintaining composure and flexibility.

• Excellent organizational and communication skills, with the ability to prioritize tasks effectively.

• Demonstrated ownership and responsibility in driving end-to-end resolution while keeping customers informed.

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 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.