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.

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 and customer-focused professional to join our team. In this role, you will be at the forefront of delivering exceptional customer experiences by providing first-level support, guiding users through solutions, and contributing to continuous improvement initiatives. If you thrive in a collaborative environment, enjoy helping others, and have a passion for process innovation, this opportunity is perfect for you!

Customer Support & Ticket Management: Provide 1st-level support across various services, manage tickets through their lifecycle, route incidents to appropriate levels, and ensure excellent customer communication and expectations management.

Self-Service Enablement & Knowledge Sharing: Guide customers toward self-service solutions, contribute to knowledge base improvements, and encourage end-user autonomy through sharing resources and training.

Continuous Learning & Development: Stay updated on new services, develop technical expertise in relevant areas, and collaborate with peers to promote team knowledge-building.

Process Improvement & Escalation Support: Contribute to innovation efforts, support escalations when needed, and proactively identify and implement process enhancements to improve efficiency and customer experience.

KPI Adherence & Quality Focus: Meet individual/team KPIs, act on feedback, and comply with established quality metrics and process guidelines to uphold organizational standards.

Who you are

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

1+ year of experience in Customer Service.

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

- Procurement or Accounts Payable-related roles.

- Usage of a ticketing tool.

- SAP (or ERP) experience.

- Experience with Opera, BW, or Tableau (preferred but not required).

No relocation is offered for this role

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.