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
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
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