Senior Specialist Contact Management

## Senior Specialist Contact ManagementApplylocations: Kuala Lumpurtime type: Full timeposted on: Posted 30+ Days Agojob requisition id: JR **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 co...