Specialist Contact Management

Inquiry & ticket management

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

Escalation & service quality

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

Reporting & performance monitoring

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

Process optimization & continuous improvement

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

Super User of IT systems

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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

Knowledge management

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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

Service level support

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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

Education

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

Experience

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

Knowledge and skills

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Strong ability to handle inquiries professionally and maintain positive customer interactions

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Ability to manage inquiry workflows and ensure SLA compliance

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Skilled in resolving issues quickly and coordinating with internal teams for complex cases

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Clear and effective communication with customers and internal stakeholders

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Proactive in suggesting and implementing process enhancements

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Excellent customer orientation and extraordinary service attitude

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Working knowledge of relevant software

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Knowledge and experience of customer service practices

Other requirements

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Excellent command of both oral and written English are required

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Good command of both oral and written additional language is beneficial

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Flexibility to work assigned shift based on business and operational requirements is required

POSITION SCOPE

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