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
