Senior 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

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