Specialist Contact Management

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

## Specialist Contact ManagementApplylocations: Kuala Lumpurtime type: Full timeposted on: Posted 30+ Days Agojob requisition id: JR017877**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 timeFirst level resolution rateResponse timeAccuracy of ticket documentationTicket backlogEscalation rate**Working Relationships**Internal contacts:DTXShared functions and businessE2E service line teamExternal contacts:Market research institutes for KPI benchmarking