Customer Service Automation Executive

Responsibilities

• Serve as CS Automation Executive at the country level including AI Chatbot and other automations of ShopBack.
• Build and maintain relevant chatbot flows for the country, by structuring content blocks and continuously improving the copywriting to deliver great user journeys on the chatbot channel.
• Apply data analytics techniques to analyze chat logs and user feedback to improve the coverage rate and customer satisfaction of chatbot.
• Identify areas of opportunity and innovation, including best practices and recommendations for overall chatbot performance.
• Assists other projects with analysis and execution for process/tools improvements, optimization, development, and/or maintenance efforts for CS Automation regionally.

Other Tasks

• Support to update and monitor the country FAQ page which aligns to local market needs/customization
• Perform CS frontline tasks as needed

Requirements

• Demonstrate problem-solving and decision-making skills & analytical and influencing results. Experience on project management is preferred
• Familiar with Excel and Google Suites products, specifically Google Sheet and Slides
• Goal-oriented – You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our customers
• Agile – You can move quickly and adapt to a fast-paced and constantly evolving environment
• Added advantage: Working experience in AI chatbot or related fields