Merck KGaA

Service Management & Contact Channels Expert

Posted On

Feb. 3, 2025

Location

Bangalore, Karnataka

Experience Level

E - Professional (10+ years)

Job Type

Full-time

Apply By

April 22, 2025

Job Description

The role, Service Management & Contact Channels Expert, is accountable for driving the Service Standards and Contact Channels strategy all through the organization, including Global Enterprise Solutions (GES) Delivery teams, Functional Solutions and Enablers. The role is responsible for leading complex projects in the Service Management and Contact Channels areas, including the analysis, definition of goals, development of solutions, implementation and evaluation. This role is based in Bangalore, India, and will be reporting to Head of GES Service Standards & Experience. Develop, maintain, and update Service Management Standards for all contact channels (ticketing, chat, telephony, etc.).Conduct assessments and benchmarking to identify areas for improvements and develop and implement strategies to enhance customer interactions across multiple contact channels.Manage projects related to Service Management Standards and Contact Channels, being accountable for the project team's deliverables.Build and maintain relationships with key stakeholders, including senior management, ensuring that business requirements are effectively captured, and the impact of the project are understood by the organization, as well as providing strategic consultancy and guidance on contact channel optimization, customer experience enhancement and industry best practices.Support the implementation of technology solutions for our Contact Channels, integrating these technologies to enhance our efficiency and customer service.Analyze client feedback, surveys, and data to identify pain points, bottlenecks and explore various ways to improve the customer journey and create a positive experience.Collaborating with cross-functional teams to align client experience efforts with business goals and objectives.Train and educate staff on service management standards and customer-centric approaches and best practices to cultivate a client-focused culture throughout the organization.Monitor and measure key performance indicators (KPIs) related to service management standards, providing regular reports and insights to senior management and stakeholders. Who you Are:Minimum of 7-10 years of similar experience in project management or customer experience design, with a proven track record in leading medium to high complexity projects, and working in an Enterprise services/Shared services environment. Minimum Bachelor´s degree in Business Administration, IT, Communication, Marketing, or a related field. Master’s degree is a plus.Experience in change management and effective communication with senior leadership and stakeholders.Strong project management capabilities and proficiency in data analysis. A tech-savvy mindset with experience in ServiceNow or similar platforms is a plus.Customer-centric mindset and excellent communication and influencing skills.Self- organized and structured to work independently, result oriented and a team player.

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