Senior Specialist Contact Management
Omya · Kuala Lumpur
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
JOB REQUIREMENTS
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 Customer Engagement & Service Governance
Dotted line(s) to:
Number of direct reports:
Number of dotted line reports:
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