The Employee Experience Operations Travel & Expense Specialist as part of the Global Customer Experience (GCX) department will maintain and support the daily activities of the Travel and Entertainment associated with Roche. This role is expected to offer a high level of customer service as this is the first point of contact for our internal customers.
As a team member of Roche Services Solutions - Global Customer Experience Department you will be responsible for providing customer service support to Roche affiliates in relations to the Travel & Expense Application (SAP Concur). You will follow the instructions in the timely manner of the Cluster Section Lead and key contacts regarding the daily work coordination. You will contribute continuously to the improvement of the performance of Roche Services Solutions.
The Opportunity:
- Deliver Exceptional Customer Support – Serve as the first point of contact for Travel & Expense (SAP Concur) inquiries via phone, live chat, and ServiceNow, providing timely, accurate, and customer-focused support.
- Manage Travel & Expense Operations – Perform day-to-day administration of the SAP Concur system, resolve user issues, process access requests, and ensure service delivery meets established SLAs and KPIs.
- Drive Issue Resolution & Continuous Improvement – Investigate and resolve first-level system issues, maintain accurate documentation, monitor system performance, and identify opportunities to enhance processes and user experience.
- Collaborate Across Global Teams – Partner closely with cross-functional teams, including T&E Compliance and Concur Technical Support, to ensure efficient issue resolution and seamless service delivery.
- Support Business Excellence – Deliver end-user training, prepare operational reports, contribute to knowledge management, and actively participate in new initiatives to improve Travel & Expense services and operations.
Who you are:
- You hold a college or University degree in finance, informatics, business administration or economics subject is desirable
- Fresh graduates are welcomed to apply. 1-3 years of related experience in T&E System Support is a plus.
- Communicate effectively both verbally and written in English and Mandarin (to support China counterpart). Additional language skills is a plus.
- Demonstrate strong customer service skills including timeliness, and follow-ups
- Collaborative and team-oriented; you have the ability to work with cross functional team with different cultures
- Familiar with ticketing tools - ServiceNow, good numerical and analytical skills with a strong attention to details
- React to problems fast and easy and in an appropriate manner and behavior
- Ability to work in a fast paced environment
- Experience and knowledge of expense reporting software, preferably Concur and in Shared Service or Customer Service Centre in a support function is a plus
