Specialist Contact Management

**Inquiry & ticket management** * Oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation, timely resolution, and adherence to SLAs **Escalation & service quality:** * Coordinate with internal teams to resolve complex issues, maintain service quality standards, and ensure compliance with organizational policies and regulations **Reporting & performance monitoring** * Track and analyze key metrics such as resolution times, backlog, and customer satisfaction; provide actionable insights for improvement **Process optimization & continuous improvement** * Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience **Super User of IT systems** * 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** * 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** * 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** * University degree in Business Management, Business Administration, Economics, or any other related field **Experience** * Hands on experience with platforms like ServiceNow, Microsoft platforms or similar tools for managing inquiries and workflows. **Knowledge and skills** * 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 **Other requirements** * Excellent command of both oral and written English are required * Good command of both oral and written additional language is beneficial **POSITION SCOPE** **Reporting Line(s)** Solid line(s) to: Global head of 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