Customer Experience Systems Admin Specialist

About the role

Join a leading airline’s digital transformation team as a Customer Experience Systems Admin Specialist. You will ensure that customer‑facing platforms such as CRM, chatbots, and telephony operate smoothly and evolve with business needs.

Key responsibilities

• Conduct regular assessments and optimisation of CRM, chatbot and telephony tools.
• Lead and support automation projects that reduce manual workload and improve service delivery.
• Create and maintain process flows, SOPs and technical documentation for training and audit purposes.
• Act as liaison between Customer Experience, Operations, Training, IT and external vendors to align project goals.
• Analyse system usage data to identify bottlenecks and recommend improvements.
• Ensure system configurations comply with internal policies and external regulations.

Required profile

• Graduate in Computer Science, Information Technology or a related IT field.
• At least 1 year of experience in systems analysis, digital tool enhancement or business process improvement.
• Hands‑on experience supporting CRM, chatbot platforms, telephony or workflow automation tools.
• Familiarity with cloud‑based platforms and Agile methodologies.
• Exposure to airline, travel or customer‑service industries is a plus.

Required skills

• Salesforce
• Twilio
• Ada (or similar chatbot platform)
• CRM systems
• Chatbot platforms
• Telephony systems
• Workflow automation tools
• Cloud platforms
• Agile methodologies

What we offer

• Travel perks for you and your family.
• Collaborative work culture.
• Opportunity to work with a world‑class airline.