MY - CS - AI Operation Lead at Zeal Group

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI Chatbot Management, Conversational AI, Zendesk Configuration, NLP, LLM, API Integration, SaaS Integration, Data Analysis, SQL, Python, Project Management, Cross-functional Collaboration, RAG, Knowledge Base Development, Customer Service Operations, Automation Rules

Industry

Financial Services

Description

Job Responsibilities Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities Mandatory Requirements Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields 3–8 years of experience in customer service systems, AI products, or customer service operations Hands-on experience in building and managing AI Chatbot / Conversational AI solutions Familiarity with Zendesk platform configuration, maintenance, and core modules Strong understanding of customer service workflows and operational frameworks Strong project management and cross-functional collaboration skills Technical Skills Familiar with at least one AI / NLP / LLM application scenario Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc. Familiar with API integration and SaaS system integration Strong data analysis skills with the ability to drive optimization through data insights Experience with SQL, Python, or automation tools is an advantage Preferred Qualifications Experience in finance, trading platforms, internet, or SaaS industries Experience supporting multilingual customer service operations Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development Customer service team management experience is a plus What we can offer you: Life Insurances Team Building

Responsibilities

Lead the development and optimization of AI customer service chatbots to improve response quality and reduce human escalation. Manage customer service tools like Zendesk and collaborate with technical teams to integrate AI tools and automate workflows.