# MY - Customer Service System Specialist

**Company:** [Zeal Group](http://jobs.workable.com/companies/dc5EH8GvqmpfxZUC46wv67.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer service

[Apply for this job](http://jobs.workable.com/view/944eaea8-f4e8-465a-95db-ebec538a7887)

## Description

**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.

## Requirements

-   Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.
-   2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
-   Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
-   Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
-   Experience managing user access, system configurations, workflow automation, and system maintenance activities.
-   Experience extracting and analyzing system data for reporting and operational insights.
-   Strong problem-solving skills with the ability to troubleshoot system and workflow issues.

## Benefits

What we can offer you:

-   Life Insurances
-   Team Building