Our client, a highly respected global brand in the electronics industry, is looking for an AI Chatbot Curation Specialist to join their team! In this exciting role, you'll play a key part in enhancing the customer experience across chat and call channels leveraging the use of AI. You'll review transcripts, coach service operators and work closely with internal teams to ensure accurate support and seamless issue resolution. You'll also monitor chatbot performance, refine content and processes and bring innovative ideas forward to deliver a more personal, engaging and memorable customer journey.
Duties & Responsibilities
* Analyse, review and refine chat and call interactions to identify and improve AI responses.
* Provide training and guidance to customer service teams.
* Collaborate with internal departments to ensure accurate technical support.
* Monitor and report on chatbot and live chat performance.
* Conduct quality checks to maintain excellent customer service standards.
* Develop ideas to enhance the customer journey and overall experience, staying up to date on AI advancements.
* Escalate and track related issues to ensure timely resolution.
About You
* Experience in a related role.
* Intermediate knowledge of and experience using Microsoft Excel.
* Passion for customer service, enthusiastic about improving customer experience.
* Excellent time and deadline management skills.
* A quick learner and adaptable to change.
* Strong verbal and written communication skills.
Benefits
* Generous Discounts & Exclusive Promotions
* Wellbeing Initiatives with Onsite Gym Access
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