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Open nowPosted 139 days ago

Specialist Contact Management

omya100 open roles

Where
Kuala Lumpur
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Your applicationOpen nowSpecialist Contact Managementomya · Kuala Lumpur

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. omya postings stay open a median of 11 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 139 days ago

omya median: 11 days open

The posting

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

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