3,057 Language Support jobs in Malaysia

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Lodging Partner Associate, Japanese Language Support

Introduction to the team

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

The Lodging Partner Associate role sits on the Traveler & Partner Service Platform (TPSP) in the Corporate Functions division of Expedia Group. We bring functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.

In this role, you will:

In this position, you will focus on providing inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers. You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience. Dedicated and compassionate when dealing partners and travelers, you will work closely with other departments to ensure the best resolution, first time.

• Promote excellent partner relations by managing accurate responses with a positive attitude and service behaviour

• Respond to inquiries or requests in inventory management, data entry and training

• Call partners to resolve current and future issues (questions, changes, etc.)

• Providing supplier self-service support and maintenance.

• Flexibly adhering to defined procedures, standards and performance expectations.

Experience and Qualifications:

• Proficiency in English and Japanese language skills

• Diploma, University Degree; related field; or equivalent related professional experience

• Experience in customer service-oriented industry.

• Hotel/Travel -industry experience will be a plus.

• Fluency with internet, computer usage and web-based application skills

• Experience with Microsoft Office products and various call center support programs.

• Solutions mindset and a real passion for the partner and the traveler experience.

• Ability to handle situations effectively; to set expectations and deliver information in a positive way.

• An individual who will take ownership of problem resolution.

• Excellent time-management and prioritisation skills.

• Listens carefully and attentively to others’ opinions and ideas

• Listens to others’ perspectives and clarifies meaning before responding.

• Keen eye for detail and high level of accuracy.

• Exercise good judgment in decision-making

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST:

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs .

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. #J-18808-Ljbffr

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Lodging Partner Associate, Japanese Language Support

Introduction to the team Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability. The Lodging Partner Associate role sits on the Traveler & Partner Service Platform (TPSP) in the Corporate Functions division of Expedia Group. We bring functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.

In this role, you will: In this position, you will focus on providing inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers. You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience. Dedicated and compassionate when dealing partners and travelers, you will work closely with other departments to ensure the best resolution, first time. Promote excellent partner relations by managing accurate responses with a positive attitude and service behaviour

Respond to inquiries or requests in inventory management, data entry and training

Call partners to resolve current and future issues (questions, changes, etc.)

Providing supplier self-service support and maintenance.

Flexibly adhering to defined procedures, standards and performance expectations.

Experience and Qualifications: Proficiency in English and Japanese language skills

Diploma, University Degree; related field; or equivalent related professional experience

Experience in customer service-oriented industry.

Hotel/Travel -industry experience will be a plus.

Fluency with internet, computer usage and web-based application skills

Experience with Microsoft Office products and various call center support programs.

Solutions mindset and a real passion for the partner and the traveler experience.

Ability to handle situations effectively; to set expectations and deliver information in a positive way.

An individual who will take ownership of problem resolution.

Excellent time-management and prioritisation skills.

Listens carefully and attentively to others’ opinions and ideas

Listens to others’ perspectives and clarifies meaning before responding.

Keen eye for detail and high level of accuracy.

Exercise good judgment in decision-making

Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the

Accommodation Request . We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.

2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is

careers.expediagroup.com/jobs

. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. #J-18808-Ljbffr

Operation Manager (IT Service)(English, Mandarin and Cantonese Language Support)

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Job Description The Responsibilities of the Role:

• Overseeing the daily operations of the SMC team and ensuring that infrastructure, systems, networks and applications are running smoothly.
• Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity for SMC.
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.
• Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives.
• Maintaining a strong understanding of the organization's business needs and working closely with client to ensure that IT is aligned with those needs.
• Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
• Keeping up to date with the latest industry trends and developments in IT operations management.
• Assess areas of improvement in SMC on people, process and tool.
• Provide support and guidance to internal team as well as external (client).
• Excellent communications skill in Cantonese, English, Mandarin.
• Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role.
• Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role.
• Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus.
• Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
• Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service.
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones.
• Ensure SMC comply to the audit, ISO and general compliance and assurance activities.

Desired Certifications:

• ITIL foundation v4
• ITIL specialist v4 certification

Skill Requirements:

• Diploma or Degree holder in Computer Engineering or Information Technology or related disciplines.
• 5-7 years of experience in IT Service Operations Management.
• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
• Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.
• Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
• Strong leadership skills to effectively manage a team of IT professionals and drive performance.
• Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service or support.
• Driven and able to multi-task, strong time management skills and strong team player.
• Required Language(s): English, Cantonese, Mandarin.
• Cantonese speaking is a must.
• Attractive salary.

Experience Required :

• Mid-Senior Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.

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Operation Manager (IT Service)(English, Mandarin and Cantonese Language Support)

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Job Description

The Responsibilities of the Role:

Overseeing the daily operations of the SMC team and ensuring that infrastructure, systems, networks and applications are running smoothly. Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity for SMC. Managing technology vendors and service providers to ensure that the organization's technology needs are met. Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives. Maintaining a strong understanding of the organization's business needs and working closely with client to ensure that IT is aligned with those needs. Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations. Keeping up to date with the latest industry trends and developments in IT operations management. Assess areas of improvement in SMC on people, process and tool. Provide support and guidance to internal team as well as external (client). Excellent communications skill in Cantonese, English, Mandarin. Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role. Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role. Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus. Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer. Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders. Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service. Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones. Ensure SMC comply to the audit, ISO and general compliance and assurance activities.

Desired Certifications:

ITIL foundation v4 ITIL specialist v4 certification

Skill Requirements:

Diploma or Degree holder in Computer Engineering or Information Technology or related disciplines. 5-7 years of experience in IT Service Operations Management. Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage. Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues. Excellent communication skills to effectively interact with team members, senior management, and other stakeholders. Strong leadership skills to effectively manage a team of IT professionals and drive performance. Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service or support. Driven and able to multi-task, strong time management skills and strong team player. Required Language(s): English, Cantonese, Mandarin. Cantonese speaking is a must. Attractive salary.

Experience Required :

Mid-Senior Level

Location :

Kuala Lumpur, WP, Malaysia.

Employment Type :

Full Time.

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Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) page is loadedEmployee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) Apply locations Petaling Jaya time type Full time posted on Posted Yesterday job requisition id

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

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

You will be :

• Main tasks include, but are not limited to 1st Level Support:Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Supports Applications. Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications. Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers)Supports Hardware Service Requests

• Provides first-level assistance for requesting hardware locally. Supports Software & Other Service Requests. Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.). Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.

• Coordinates the End-to-End Ticket Lifecycle, Manages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool. Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable, Escalates Incidents/Requests. Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

• Knowledge Management: Contributes to Building Knowledge. The agent contributes content by writing & reviewing articles, posting messages in communities, etc.Contributes to Building Knowledge for End Users. In cooperation with Adoption Services, creates & maintains end user instructions, document

• Outputs & Deliverables: Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset, Invests in Self-Learning, Keeps up-to-date with new services, Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.). Guides End Users on Self-Service. Encourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.Instructs end users on how to best use Roche tools & servicesAdditional Roles/Opportunities - Auxiliary responsibilities relevant for this Job- Additional roles: with alignment and approval of Team Leader.

• Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/team lead (active participation is expected and reviewed). Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Who you are

• We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support –environment

• You bring the following qualifications: University Bachelor’s degree

• Desirable : ITIL Foundation Course

• Strong communication skills in English, Mandarin & Vietnamese (written and spoken) are essential. Additional languages is necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong and Vietnam)

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.

Similar Jobs (3) Employee Experience IT Specialist (Mandarin Speaking) locations Petaling Jaya time type Full time posted on Posted 30+ Days AgoEmployee Experience Operations IT Specialist (Japanese Speaking) locations Petaling Jaya time type Full time posted on Posted 7 Days Ago time left to apply End Date: July 31, 2025 (12 days left to apply)Customer eXperience Specialist ( Vietnamese & English Speaker) locations Petaling Jaya time type Full time posted on Posted 30+ Days Ago

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world.

That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world.

#J-18808-Ljbffr

Overview

Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) at Roche. This role focuses on providing a seamless and positive experience for customers who contact us via multiple channels. Responsibilities include opening and closing service requests and incidents, managing classification, assignment, tracking and completion of requests, and driving customer satisfaction through individual and departmental KPIs.

Responsibilities

• 1st Level Support: Supports Standard Software (e.g., Windows 11, macOS, Adobe products) and Non-Standard Software, supports applications; provides first-level support for incidents concerning global applications (e.g., Google Suite, Microsoft Office, document management tools, conferencing tools, macOS applications, and specific business applications).
• Supports Standard and Non-Standard Hardware & infrastructure (e.g., laptops, desktops, tablets, mobile devices, monitors & printers); supports hardware service requests.
• Provides first-level assistance for requesting hardware/software locally; advises end users on software packages that fit their needs (free vs premium); handles IT incidents & requests via multiple channels (phone, email, chat, self-service portal); includes troubleshooting, prioritizing issues, managing access rights, etc.
• Coordinates the End-to-End Ticket Lifecycle: Opens/closes service requests and incidents; classification, assignment, tracking, completion; informs end users; escalates to 2nd line when needed.
• Knowledge Management: Contributes to building knowledge; writes/reviews articles; creates end-user instructions in cooperation with Adoption Services; maintains end-user documentation.
• Outputs & Deliverables: Ensures excellent end-user experience through soft skills and customer-centric mindset; commits to self-learning; stays up-to-date with new services; develops technical expertise relevant to the business; guides end users on self-service; promotes Roche tools and services; educates users on optimal use of Roche tools and service portal capabilities.
• Additional Roles/Opportunities: auxiliary responsibilities aligned with team lead; responsibilities to follow SHE guidelines and mandatory trainings.

Who you are

• We are seeking an individual with 0-1 years of experience in a call center, help desk, or IT desk-side support environment.
• Qualifications: University Bachelor’s degree.
• Desirable: ITIL Foundation Course.
• Strong communication skills in English, Mandarin and Vietnamese (written and spoken) are essential. Additional languages are desirable for Mandarin Chinese support across China, Taiwan, Hong Kong and Vietnam.

About Roche

A healthier future drives us to innovate. More than 100,000 employees worldwide are dedicated to advancing science, ensuring healthcare access today and for generations to come. Our work has impacted millions, and we empower each other to explore possibilities and deliver life-changing healthcare solutions with global impact.

Roche is an Equal Opportunity Employer.

Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: Pharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment Manufacturing

Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

#J-18808-Ljbffr

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**
To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).
To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).
You will be :
+ Main tasks include, but are not limited to 1st Level Support: Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Supports Applications. Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications. Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers) Supports Hardware Service Requests
+ Provides first-level assistance for requesting hardware locally. Supports Software & Other Service Requests. Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.). Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.
+ Coordinates the End-to-End Ticket Lifecycle, Manages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool. Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable, Escalates Incidents/Requests. Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem
+ Knowledge Management : Contributes to Building Knowledge. The agent contributes content by writing & reviewing articles, posting messages in communities, etc.Contributes to Building Knowledge for End Users. In cooperation with Adoption Services, creates & maintains end user instructions, document
+ Outputs & Deliverables : Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset, Invests in Self-Learning, Keeps up-to-date with new services, Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.). Guides End Users on Self-Service. Encourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.Instructs end users on how to best use Roche tools & servicesAdditional Roles/Opportunities - Auxiliary responsibilities relevant for this Job - Additional roles: with alignment and approval of Team Leader.
+ Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/team lead (active participation is expected and reviewed). Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.
Who you are
+ We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support -environment
+ You bring the following qualifications: University Bachelor's degree
+ Desirable : ITIL Foundation Course
+ Strong communication skills in English, Mandarin & Vietnamese (written and spoken) are essential. Additional languages is necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong and Vietnam)
**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.**

Overview Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support)

at Roche. This role focuses on providing a seamless and positive experience for customers who contact us via multiple channels. Responsibilities include opening and closing service requests and incidents, managing classification, assignment, tracking and completion of requests, and driving customer satisfaction through individual and departmental KPIs.

Responsibilities

1st Level Support: Supports Standard Software (e.g., Windows 11, macOS, Adobe products) and Non-Standard Software, supports applications; provides first-level support for incidents concerning global applications (e.g., Google Suite, Microsoft Office, document management tools, conferencing tools, macOS applications, and specific business applications).

Supports Standard and Non-Standard Hardware & infrastructure (e.g., laptops, desktops, tablets, mobile devices, monitors & printers); supports hardware service requests.

Provides first-level assistance for requesting hardware/software locally; advises end users on software packages that fit their needs (free vs premium); handles IT incidents & requests via multiple channels (phone, email, chat, self-service portal); includes troubleshooting, prioritizing issues, managing access rights, etc.

Coordinates the End-to-End Ticket Lifecycle: Opens/closes service requests and incidents; classification, assignment, tracking, completion; informs end users; escalates to 2nd line when needed.

Knowledge Management: Contributes to building knowledge; writes/reviews articles; creates end-user instructions in cooperation with Adoption Services; maintains end-user documentation.

Outputs & Deliverables: Ensures excellent end-user experience through soft skills and customer-centric mindset; commits to self-learning; stays up-to-date with new services; develops technical expertise relevant to the business; guides end users on self-service; promotes Roche tools and services; educates users on optimal use of Roche tools and service portal capabilities.

Additional Roles/Opportunities: auxiliary responsibilities aligned with team lead; responsibilities to follow SHE guidelines and mandatory trainings.

Who you are

We are seeking an individual with 0-1 years of experience in a call center, help desk, or IT desk-side support environment.

Qualifications: University Bachelor’s degree.

Desirable: ITIL Foundation Course.

Strong communication skills in English, Mandarin and Vietnamese (written and spoken) are essential. Additional languages are desirable for Mandarin Chinese support across China, Taiwan, Hong Kong and Vietnam.

About Roche A healthier future drives us to innovate. More than 100,000 employees worldwide are dedicated to advancing science, ensuring healthcare access today and for generations to come. Our work has impacted millions, and we empower each other to explore possibilities and deliver life-changing healthcare solutions with global impact.

Roche is an Equal Opportunity Employer.

Details

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Pharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment Manufacturing

Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

#J-18808-Ljbffr

Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) page is loaded Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) Apply locations Petaling Jaya time type Full time posted on Posted Yesterday job requisition id 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

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs). To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

You will be : Main tasks include, but are not limited to 1st Level Support:Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Supports Applications. Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications. Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers)Supports Hardware Service Requests

Provides first-level assistance for requesting hardware locally. Supports Software & Other Service Requests. Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.). Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.

Coordinates the End-to-End Ticket Lifecycle, Manages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool. Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable, Escalates Incidents/Requests. Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

Knowledge Management: Contributes to Building Knowledge. The agent contributes content by writing & reviewing articles, posting messages in communities, etc.Contributes to Building Knowledge for End Users. In cooperation with Adoption Services, creates & maintains end user instructions, document

Outputs & Deliverables: Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset, Invests in Self-Learning, Keeps up-to-date with new services, Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.). Guides End Users on Self-Service. Encourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.Instructs end users on how to best use Roche tools & servicesAdditional Roles/Opportunities - Auxiliary responsibilities relevant for this Job- Additional roles: with alignment and approval of Team Leader.

Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/team lead (active participation is expected and reviewed). Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Who you are We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support –environment

You bring the following qualifications: University Bachelor’s degree

Desirable : ITIL Foundation Course

Strong communication skills in English, Mandarin & Vietnamese (written and spoken) are essential. Additional languages is necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong and Vietnam)

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. Similar Jobs (3)

Employee Experience IT Specialist (Mandarin Speaking) locations Petaling Jaya time type Full time posted on Posted 30+ Days Ago Employee Experience Operations IT Specialist (Japanese Speaking) locations Petaling Jaya time type Full time posted on Posted 7 Days Ago time left to apply End Date: July 31, 2025 (12 days left to apply) Customer eXperience Specialist ( Vietnamese & English Speaker) locations Petaling Jaya time type Full time posted on Posted 30+ Days Ago We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world.

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