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.

•        Health Insurance/HMO 
•        Enjoy unlimited MadMax Coffee
•        Diverse learning & growth opportunities
•        Accessible Cloud HR platform (Sprout)
•        Above standard leaves

• 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.

• 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.

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!