Global Customer Experience End to End Demand to Pay - Downstream Specialist (Mandarin Speaker)

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

The Opportunity

Join a highly collaborative team within our global shared services hub, where your dedication directly impacts our operational efficiency. As a Procurement Customer Support Specialist, you will be the first line of professional contact for system users, resolving inquiries, managing platform access, and ensuring a seamless end-to-end procurement experience that supports our broader mission in global healthcare.

In this engaging role, you will:

• Deliver Exceptional Support: Provide first-level operational and system-related support via phone and ticketing tools for global indirect procurement end-users.

• Manage Ticket Lifecycles: Create, maintain, and track support cases efficiently, striving for first-contact resolution within 24 hours to achieve optimal response targets.

• Bridge Knowledge Gaps: Act as a vital connector between system users and advanced technical resolver groups, translating complex technical feedback into clear, actionable instructions for the business.

• Optimize Platform Roles: Manage system access and platform role ownership requests accurately, ensuring security and compliance protocols are met.

• Build Hub Intelligence: Contribute to the creation and maintenance of standard operating documentation, knowledge base articles, and reference materials to support team performance.

• Champion Safety and Compliance: Perform daily duties in strict alignment with environmental, health, technical safety guidelines, and corporate compliance standards.

Who You Are

You are a customer-oriented, analytical problem solver who thrives in a fast-paced environment. You possess excellent organizational skills, take extreme accountability for your work, and communicate effortlessly with diverse technical and non-technical audiences.

Your Qualifications:

• Educational Background: You hold a University or College Degree in Finance, Business Administration, Informatics, Economics, or a related field.

• Professional Experience: You bring 1 to 3 years of experience in procurement operations, customer service centers, or shared services support functions.

• System Familiarity: You possess a solid foundational understanding of procurement systems and enterprise planning tools (such as SAP), alongside familiarity with modern digital ticketing platforms.

• Language Excellence: You are completely fluent in both written and spoken English and Mandarin to effectively support our regional business clusters.

• Operational Agility: You possess sharp troubleshooting skills, manage your time effectively, and are comfortable working an afternoon schedule (until 6:00 PM).

Let’s grow together by accessing opportunities that set you up for success.

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.

Roche is an Equal Opportunity Employer.