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. 

Join our team to deliver exceptional customer experiences across multiple channels! You'll manage service requests and incidents, ensuring they’re resolved efficiently. Support various applications and platforms while following global processes to drive customer satisfaction through key performance indicators (KPIs). If you’re passionate about problem-solving and excellent service, we want you!

The Opportunity

Customer Experience:

Ensure excellent customer service by combining soft skills and a customer-centric mindset.Manage tickets across multiple channels and keep users informed throughout the process.

Support and Guidance:

Provide first-level support for a range of services and guide customers towards self-service solutions.

Continuous Development:

Invest in self-learning and stay updated with new services and technical expertise.Contribute to knowledge articles and customer education.

Teamwork and Improvement:

Collaborate with peers for knowledge sharing and capability building.Engage in process improvement and handle complex issues.

Performance and Quality:

Meet individual and team KPIs, contributing to organizational quality goals.Comply with process requirements and participate in projects as needed.

Who you are
 

Education

University bachelor degree or higher in finance, informatics, business administration, or economics (preferred).

Languages

Fluent in English with excellent written and oral communication skills.

Technical Experience

At least 1 year of experience in Customer Service.

2-4 years of experience in any of the following:

Procurement or Accounts Payable.

Ticketing tool experience.

SAP (or ERP) experience.

Opera, BW, Tableau experience is a plus.

Good understanding of the procure-to-pay end-to-end process.

Ability to work in a highly complex and team-oriented global environment.

High aptitude for learning and developing skills in areas of specialization.

Ability to work and contribute to a fast-paced and changing environment.

Personal Attributes

Excellent organizational and communication skills.

Ability to prioritize tasks effectively.

Taking ownership and driving end-to-end resolution while keeping the customer informed.

Customer-oriented mindset, highly accountable, agile, and results-oriented.

Willingness to share knowledge with peers and help them grow in technical and soft skills expertise.

Operates with a continuous improvement (CI) mindset.

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.

Roche is an Equal Opportunity Employer.