CUSTOMER SERVICE SYSTEM ADMINISTRATOR

The Purpose Driven Career Objectives of a Call Center Operations at KMC:

As a pivotal figure within Zenni's award-winning Customer Service team, we are seeking a highly skilled Systems Administrator with a focus on customer service operations. The ideal candidate will be responsible for the implementation, management, and optimization of tools and systems crucial to our customer service department. This role demands a strong analytical mindset, exceptional problem-solving skills, and the ability to collaborate effectively with cross-functional teams. Reporting to the Sr. Manager of Operational Excellence, this System Administrator will work on-site at our office in Makati, Manila.

To apply for Call Center Operations, you are excellent at:

• Tool Assessment & Implementation: Help lead the assessment and implementation of new customer service tools and systems, ensuring seamless integration with existing platforms and workflows.
• System Management: Oversee the day-to-day management of customer service systems, including troubleshooting or outage issues, onboarding/offboarding users, performing routine maintenance, and ensuring data accuracy.
• Optimization: Continuously evaluate system performance and identify opportunities for improvement, streamlining processes to enhance efficiency and effectiveness.
• User Training, Support, and documentation: Develop documentation and provide ongoing support to customer service teams, ensuring they are proficient in utilizing system functionalities to their fullest potential. Maintain comprehensive documentation of system configurations, processes, and procedures to facilitate knowledge sharing and ensure compliance with industry standards.
• Reporting and Data Analysis: Utilize data analytics tools to build relevant reporting and extract insights from customer service metrics, informing strategic decision-making and driving improvements in service quality.
• Collaboration: Collaborate closely with IT teams, vendors, and stakeholders to align system capabilities with business objectives and address evolving needs.
• Compliance: Ensure that customer service systems adhere to relevant regulatory requirements and security standards, implementing necessary controls to safeguard sensitive information.
• Continuous Learning: Stay updated on emerging technologies and industry trends in customer service management, incorporating best practices to enhance departmental operations.

Your Success Profile includes:

• 5 years of proven experience in systems analysis, administration, or a similar role, preferably within a customer service environment.
• Proficiency in implementing and managing customer service tools such as CCaaS systems, LMS tools, ticketing platforms, and knowledge bases.
• Strong analytical skills with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Knowledge of industry regulations (e.g., GDPR, PCI DSS) and security best practices.
• Experience with data analysis and visualization tools (e.g., SQL, Tableau) is a plus.