Zeal Group
MY - Customer Service System Specialist
Mode de travail
Sur site
Contrat
Temps plein
Langue
English
Publié
3 juin 2026
Dernière vérification
10 juin 2026
Contexte JobGrid
Résumé du poste par JobGrid
MY - Customer Service System Specialist at Zeal Group: Kuala Lumpur, Malaisie; Sur site; Temps plein. 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, Malaisie, Sur site
- Role classification: Temps plein
- 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.