Travel & Expense Specialist

Position:
Travel & Expense Specialist (Mandarin Speaker)

Company:
Roche

Location:
Malaysia, Petaling Jaya

Employment type:
Full time

Short Summary:
The Employee Experience Operations Travel & Expense Specialist will maintain and support daily activities related to Travel and Entertainment at Roche, providing high-level customer service as the first point of contact for internal customers.

Responsibilities:
- Deliver Exceptional Customer Support – Serve as the first point of contact for Travel & Expense (SAP Concur) inquiries via phone, live chat, and ServiceNow.
- 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.
- Support Business Excellence – Deliver end-user training, prepare operational reports, and contribute to knowledge management.

Requirement:
- College or University degree in finance, informatics, business administration, or economics is desirable.
- 1-3 years of related experience in T&E System Support.
- Effective communication in English and Mandarin; additional language skills are a plus.
- Strong customer service skills, collaborative and team-oriented.
- Familiarity with ticketing tools like ServiceNow, good numerical and analytical skills.
- Experience with expense reporting software, preferably Concur, is a plus.

Benefits:
- Roche is an Equal Opportunity Employer.
- Opportunities for personal and professional growth in a supportive environment.