ServiceNow & Customer Inquiry Specialist

Omya Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Omya Group in Kuala Lumpur invites applications for Specialist Contact Management. This role covers the full lifecycle of customer inquiries and tickets, with documentation, timely resolutions, and SLA compliance.

You will coordinate with internal teams to tackle complex issues while upholding service quality and regulatory standards. Candidates should have a university degree in business-related fields and hands-on experience with ServiceNow or Microsoft platforms.

Qualifications

• Hands on experience with platforms like ServiceNow and Microsoft platforms for managing inquiries and workflows.
• Strong ability to handle inquiries professionally and maintain positive customer interactions and SLA compliance.
• Knowledge of knowledge bases, SOPs, and information systems; able to drive process improvements.

Responsibilities

• Oversee the complete lifecycle of customer inquiries and tickets, with accurate documentation and timely resolution per SLAs.
• Coordinate with internal teams to resolve complex issues and maintain service quality and policy compliance.
• Track and analyze metrics such as resolution times, backlog, and customer satisfaction; drive improvements.

Skills

Customer service

Inquiry management

SLA compliance

Communication

Cross-functional collaboration

Process optimization

Knowledge management

Education

University degree in Business Management/Administration/Economics

Tools

ServiceNow

Microsoft platforms

Job description

Omya Group in Kuala Lumpur invites applications for Specialist Contact Management. This role covers the full lifecycle of customer inquiries and tickets, with documentation, timely resolutions, and SLA compliance.

You will coordinate with internal teams to tackle complex issues while upholding service quality and regulatory standards. Candidates should have a university degree in business-related fields and hands-on experience with ServiceNow or Microsoft platforms.