Customer Experience Systems Admin Specialist

About the role

We are looking for a Customer Experience Systems Admin Specialist to support our digital transformation initiatives within a leading airline. The role focuses on analysing, enhancing and maintaining customer‑facing platforms such as CRM, chatbots and telephony solutions.

Key responsibilities

• Conduct regular assessments of CRM, chatbot and telephony systems to identify improvement opportunities.
• Lead and support automation projects that reduce manual workload and streamline processes.
• 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 ensure alignment and successful delivery.
• Monitor system usage data, detect bottlenecks and recommend process enhancements.
• Ensure system configurations comply with internal policies and external regulations.

Required profile

• Graduate in Computer Science, Information Technology or a related field.
• At least 1 year of experience in systems analysis, digital tools 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 the airline or customer service industry is a plus.

Required skills

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

What we offer

• Travel perks for you and your family
• Collaborative work culture and environment
• Opportunity to grow within Asia’s first and longest‑serving airline