We are looking for a skilled and detail-oriented Systems Administrator (Customer Service and CRM) to own the administration, configuration, integration, and governance of customer-facing systems used by our inbound contact centre and outbound CRM/sales teams.

This role is critical in ensuring stable, secure, and efficient CRM and contact centre platforms that enable frontline teams to deliver excellent customer experiences while meeting operational, reporting, and compliance requirements.

The successful candidate will be technically strong, analytically minded, and comfortable working closely with business users in a fast-paced, service-driven environment.

Work Environment

• Office, warehouse, and/or contact centre–based

• Normal working hours: 08:00–17:00 (after-hours or weekends as required)

• Travel within South Africa and Southern Africa as required

Key Responsibilities

• Own the administration, configuration, integration, and governance of customer service, CRM, and contact centre platforms supporting approximately 40 inbound agents and outbound CRM/sales teams.

• Configure and maintain users, roles, permissions, security models, workflows, and automations.

• Ensure SLAs are correctly defined within systems and can be tracked, monitored, and escalated.

• Design, build, and maintain data flows, integrations, and automations to eliminate manual “swivel-chair” processes and improve operational efficiency.

• Continuously review system performance and business processes, redesigning workflows in line with best practice.

• Understand reporting requirements and design sustainable, accurate, and consistent reports and dashboards that can be consolidated for stakeholder use.

• Provide application support to end users, resolving system issues and ensuring high platform adoption.

• Ensure compliance with data protection, security, audit, and POPIA requirements.

Qualifications

• Essential: Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.

• Desirable: CRM-specific certifications (Salesforce Admin, Microsoft Dynamics 365, HubSpot Admin or similar), ITIL Foundation, Microsoft, AWS, or cloud administration certifications.

Experience

• 3–5 years’ experience as a Systems Administrator, Application Support Specialist, or Business Systems Analyst.

• Hands-on experience administering CRM and/or contact centre platforms such as Zendesk, Salesforce, Brevo, Zoho, Euphoria, or similar.

• Proven experience configuring systems including user management, roles, permissions, security models, workflows, and automations.

• Experience working with APIs and webhooks to support data integration and ETL processes.

• Experience supporting end users and resolving application-related issues.

• Experience working with cross-functional teams and business stakeholders.

• Working knowledge of POPIA and data privacy principles.

Technical Skills

• Strong understanding of data protection, privacy, and access control principles.

• Knowledge of audit requirements and least-privilege security models.

• Strong analytical and problem-solving capability.

• Ability to translate business requirements into effective system configurations.

• Excellent documentation, process mapping, and SOP development skills.

• Comfort working with reporting, BI tools, and KPI definitions.

Soft Skills

• Strong stakeholder communication skills across sales, operations, and management.

• High attention to detail with a strong focus on data accuracy.

• Comfortable working in a fast-paced, user-driven environment.

• Organised, resilient, and outcomes-focused.

Key Competencies

• Customer and colleague centricity, with a strong focus on frontline efficiency and ease of use.

• Analytical and data-driven decision making.

• Strong process design, documentation, and continuous improvement mindset.

• Effective vendor and stakeholder management, including escalation and service governance.

• Strong security, governance, and compliance awareness.

• Proven ability to deliver projects and system changes through periods of operational change.

This role plays a key part in enabling efficient customer service operations, supporting peak demand periods and campaigns, and ensuring that customer data, systems, and processes are secure, reliable, and fit for purpose.