About this role
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
POSITION SCOPE
Reporting Line(s) Solid line(s) to: Global head of engagement & service governance
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