Senior Contact Management & ServiceNow Expert

Omya Group; Kuala Lumpur; Presencial; MYR 133.920 - 200.880; Jornada completa

Descripción de la vacante

Omya Group in Kuala Lumpur is seeking a Senior Specialist in Contact Management to oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation and timely resolution. You will coordinate with internal teams to resolve complex issues, maintain SLA compliance, and drive knowledge management and standard operating procedures to improve the overall customer experience.

This role also involves service governance and ensuring effective cross‑functional exchanges

Formación

• University degree in Business Management, Business Administration, Economics, or related field.
• Hands-on experience with platforms like ServiceNow or similar tools for managing inquiries and workflows.
• Ability to handle inquiries professionally, maintain positive customer interactions, and ensure SLA compliance.

Responsabilidades

• Oversee lifecycle of customer inquiries and tickets with documentation and timely resolution.
• Coordinate with internal teams to resolve complex issues and ensure policy compliance.
• Track metrics such as resolution times, backlog, and customer satisfaction for improvements.
• Identify workflow inefficiencies and drive process enhancements in ticketing operations.
• Administer IT systems (ServiceNow) to ensure efficient processing and cross‑team data exchange.

Conocimientos

ServiceNow

Ticketing systems

SLA management

Customer service

Communication

Educación

Bachelor's degree in Business Management

Herramientas

Microsoft platforms

Descripción del empleo

Omya Group in Kuala Lumpur is seeking a Senior Specialist in Contact Management to oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation and timely resolution. You will coordinate with internal teams to resolve complex issues, maintain SLA compliance, and drive knowledge management and standard operating procedures to improve the overall customer experience.

This role also involves service governance and ensuring effective cross‑functional exchanges