Customer Operations Specialist

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

The Customer Operations Specialist – Service Center serves as the primary point of contact between the CRE and the Service Center, ensuring seamless coordination and execution of customer requests. This role is responsible for overseeing service center operations, managing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency and quality standards.

Key Missions

Customer Request Coordination & Service Execution

Act as the primary liaison between the CRE and the Service Center to ensure timely and accurate execution of customer requests.

Service Center Operations & InventoryManagement

Manage inventory transactions, including creating new card and paper items in the system.

Production & SLA Monitoring

Track and monitor daily, weekly, and monthly SLAs for service center tasks.

Exception Handling & Change Management

Support date change management and facilitate manual overrides (CAMs) to address urgent customer requests.

Reporting & Process Compliance

Generate and send manual BAU reports to clients (non-Compass reports).

Testing, Qualification & Implementation

Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Profile & Other Information

Skills & Qualifications:

Graduate or equivalent academic experience.

Strong knowledge of service center operations and customer request handling.

Experience in inventory management, production coordination and SLA monitoring.

Ability to communicate effectively with internal teams and customers to drive request implementation.

Strong problem-solving skills and attention to detail in handling customer-driven changes.

Ability to manage multiple tasks and prioritize customer-impacting requests.

Experience on JIRA, Salesforce, D365 or similar tools.

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies

www.idemia.com