Customer Service System Specialist

Responsibilities

• Lead the end-to-end setup of operational systems including ticketing platforms, telephony entities, and CRM environments.
• Manage daily administration of core CX systems, including user access permissions, system configurations, and automation rules.
• Develop and maintain automation solutions, scripts, and workflows to streamline operational processes.
• Act as the technical owner for core CX tools, ensuring seamless integrations via APIs, webhooks, and third-party services.
• Extract, analyze, and validate system data and operational metrics to support business decision-making.
• Continuously evaluate and optimize customer service workflows to improve efficiency and scalability.

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, or Technical Operations.
• Hands-on experience administering customer service platforms such as Zendesk or similar ticketing/CRM systems.
• Proven experience with workflow automation, system configuration, and maintenance activities.
• Proficiency in extracting and analyzing system data for reporting and operational insights.
• Strong problem-solving skills with the ability to troubleshoot complex system and workflow issues.

Benefits

• Life Insurance
• Team Building activities

About the Company

Zeal Group provides specialized services and solutions, focusing on operational excellence and high-quality customer experience management.