DCS Card Centre Hiring! Full Time Zendesk Adminstrator (AI Implementation and enabler) in Federal Territory, Earn up to MYR 7,000 - Ricebowl

Zendesk Administrator (AI Implementation & Enablement)

About Us:

Founded in 1973, DCS Card Centre (formerly Diners Club Singapore) is a financial institution licensed to issue credit and charge cards, governed by the Monetary Authority of Singapore (MAS) under the Banking Act.

We deliver digital-first, customer-centric payment products and solutions for consumers, merchants and corporates. Leveraging on our deep heritage, we aspire to be an innovative fintech leader driving integrated payment and financial services.

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Job Overview

We are seeking a high-caliber Zendesk Administrator for a critical 1-year mission to accelerate our AI transformation. You won’t just be managing a tool; you will be the driving force behind our AI Implementation and Enablement strategy. Your goal is to move beyond traditional ticketing into a world of "Agentic" workflows—driving measurable business impact through automated resolution, improved deflection rates, and a seamless customer experience

Key Responsibilities1. AI Implementation & Technical Engineering

• Lead Pilot Engagements: Drive the end-to-end technical configuration of Zendesk AI features, including Conversational Bots, Intelligent Triage, and Generative AI Agents.
• Workflow Re-Engineering: Audit "As-Is" legacy processes and design "To-Be" Advanced Bot Workflows that automate routine tasks and integrate with CRM platforms and APIs.
• Omnichannel Setup: Ensure a unified AI experience across Messaging, Chat, and future voice channels, maintaining a consistent brand voice.

2. Strategic Advisory & Process Optimization

• Roadmap Design: Act as a trusted advisor to leadership, designing comprehensive AI adoption roadmaps that align with our long-term business strategy.
• SLA & Performance Architecture: Design and implement sophisticated SLA policies and routing logic that prioritize high-value human touchpoints while maximizing AI resolution.
• Responsible AI: Advise on best practices for data governance, compliance, and ethical AI usage within the CX environment.

3. Enablement & Continuous Improvement

• Bot Inspection & Evaluation: Proactively identify gaps in our Knowledge Base by analyzing bot interactions and ticket trends to suggest new content and automation triggers.
• Training & Change Management: Develop and deliver technical workshops and enablement content to enhance team proficiency in AI features.
• Data-Driven Growth: Use Zendesk Explore to monitor Time-to-Value (TTV), bot resolution rates, and automation percentages, providing actionable insights for executive stakeholders.

Success Metrics (KPIs)

• Time-to-Value (TTV): Speed and efficiency of AI feature deployments.
• Automation ROI: Improvement in bot resolution rates and ticket deflection percentages.
• Operational Excellence: Achievement of SLA targets and increase in CSAT/NPS scores.
• Handover Quality: Comprehensive documentation and team readiness post-contract.

Who You Are

• The Technical Specialist: You have 3–5+ years of experience in Zendesk Administration, Consulting, or Professional Services, with at least 1–2 years focused specifically on AI product adoption.
• The Solution Architect: You have deep knowledge of the full Zendesk suite (Support, Guide, Explore, Messaging) and a proven ability to integrate APIs and webhooks.
• The Strategic Partner: You can translate complex AI concepts into clear business outcomes (ROI, CSAT, Deflection) for both technical teams and executive leadership.
• The Analytical Expert: You are obsessed with metrics. You don't just implement a bot; you spend your time fine-tuning its performance based on real-world data.

Required Skills & Qualifications

• Minimum Education: Bachelor’s degree in computer science, Information Technology, Business, or a related field.
• Preferred Certification: Zendesk Administrator Expert Certification is strongly preferred.
• Additional Certifications: Zendesk Guide Specialist or Explore CX Analyst certifications are advantageous
• Language: High proficiency in English/Mandarin (verbal and written) is mandatory.
• Regional Experience: Previous experience managing regional or international projects is an added advantage

Why Join Us?

• Be part of a cutting-edge company revolutionizing payments.
• Work with a passionate, dynamic, and innovative team.
• Competitive salary package with growth opportunities.
• Onsite role in the heart of fintech hub.

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM7,000.00 per month

Work Location: In person