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Travel & Expense Help Desk Specialist (Trilingual Portuguese)
 

Job description

The Opportunity

The Travel and Expense Support Specialist as part of the End-to-End Customer Experience Operations. Maintains and supports the daily activities of the Travel and Expense and Company Card expenses associated with the Roche Global Credit card programs. This role is expected to offer a high level of customer service as this is the first point of contact for our internal customers. As a T&E Support Specialist you are responsible for providing customer service support for our Roche affiliates in relation to the Travel & Expense Application (Concur).

Reports to:

Cluster Section Lead - Demand to pay

 

Key Responsibilities

Demonstrates an understanding of travel & expense best practices and oversees all related activities

Process and post cash and credit card expense reports 

Communicates (phone calls/ServiceNow Incidents ) with supported affiliate employees in a professional manner when corrections or clarification are required on expense report submissions or travel related issues/questions

Ensures SLA principles between RSS and affiliates are met

Runs Ad Hoc reporting in Concur

Creates/Manages tickets through the ticketing system: Service Now

Manage Travel Policy Inquiries and settings within Concur Travel

Communicate and collaborate proactively with various business partners.

Who you are

Self-motivated and passionate about the job, understanding the importance of providing

high-quality service.

Open-minded, dedicated to making a difference, and open to constant development.

Experience in a shared service environment, preferably in the customer service area.

Experience with corporate credit card programs is an advantage.

Fluency in English and Portuguese.

Qualifications

Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines

Effective and professional verbal and written communication skills with a focus on customer service

Accuracy and attention to detail with proficiency in data entry

Displays initiative and demonstrates a strong work ethic

Strong problem solving skills - Able to proactively identify issues and provide solutions and recommendations.

Knowledge of related technology systems (ServiceNow, SAP, and Concur experience is desired)

Knowledge of Finance Shared Services and operational accounting processes

Ability to perform work with limited direction and guidance

Works well with others and follow through to execute all tasks to deliver on deadlines

Language requirements: Fluent in English, Spanish and Portuguese.

University or Associate (technical) degree or equivalent work experience.

Experience of

Customer service or in a shared services environment

Experience with Concur is highly desirable

SAP Concur platform knowledge

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.