Specialist Contact Management

Responsibilities

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 request...