Specialist Contact Management

• Oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation, timely resolution, and adherence to SLAs

• Coordinate with internal teams to resolve complex issues, maintain service quality standards, and ensure compliance with organizational policies and regulations

• Track and analyze key metrics such as resolution times, backlog, and customer satisfaction; provide actionable insights for improvement

• Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience

• Responsible for the administration and control of the underlying IT systems of the contact management (ServiceNow) and thereby ensuring a high-quality and efficient processing of requests by the operational departments as well as a systematic exchange between the downstream support functions

• Coordination and maintenance of knowledge base, work instruction, standard operating procedure and information systems such as frequently asked questions (FAQs) and self-services as well as an alignment of the contents with the respective operational department

• Responsible for the operational planning and management of substitutions of the OS&S operational department staff to ensure availabilities from 1st to 3rd level support and balance peak times in consultation with the operational departments

• University degree in Business Management, Business Administration, Economics, or any other related field

• Hands on experience with platforms like ServiceNow, Microsoft platforms or similar tools for managing inquiries and workflows.

• Strong ability to handle inquiries professionally and maintain positive customer interactions
• Ability to manage inquiry workflows and ensure SLA compliance
• Skilled in resolving issues quickly and coordinating with internal teams for complex cases
• Clear and effective communication with customers and internal stakeholders
• Proactive in suggesting and implementing process enhancements
• Excellent customer orientation and extraordinary service attitude
• Working knowledge of relevant software
• Knowledge and experience of customer service practices

• Excellent command of both oral and written English are required
• Good command of both oral and written additional language is beneficial
• Flexibility to work assigned shift based on business and operational requirements is required

Reporting Line(s)

Solid line(s) to: Global head of customer engagement & service governance

Performance Measures

Average resolution time

First level resolution rate

Response time

Accuracy of ticket documentation

Ticket backlog

Escalation rate

Working Relationships

Internal Contacts

DTX

Shared functions and business

E2E service line team

External Contacts

Market research institutes for KPI benchmarking