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Zeal Group

MY - Customer Service System Specialist

🇲🇾 Kuala Lumpur, Malaysia On-site Full time Posted Jun 3, 2026
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Location Kuala Lumpur, Malaysia
Workplace On-site
Employment Full time
Language English
Posted June 3, 2026
Last verified June 10, 2026
JobGrid context

Role summary by JobGrid

MY - Customer Service System Specialist at Zeal Group: Kuala Lumpur, Malaysia; On-site; Full time. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.

  • Location and workplace: Kuala Lumpur, Malaysia, On-site
  • Role classification: Full time
  • Source freshness: checked by JobGrid on 2026-06-10.
  • Application path: candidates continue to the employer application page with non-personal referral tags.

Key Responsibilities

  • System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
  • System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
  • Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
  • Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
  • Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
  • Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.