Customer Service Executive (Chatbot)

• **Please provide an English resume when applying the position**
• Serve as CS Automation Executive at the country level including AI Chatbot and other automations of ShopBack.
• Build and maintain a relevant chatbot flow for the country, its tones and vocabularies. Generate written content by structuring and enhancing copywriting to enhance the user journey.
• Applying data analysis techniques to analyze logs and user feedback to improve the coverage, resolution rate, and customer satisfaction of the chatbot.
• Execution of the communication of new offerings by identifying 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 country FAQ page which aligns to local market needs/customization.
• Perform CS frontline tasks as when needed. 

• At least one-year of working experience in AI chatbot or related fields.
• Demonstrate problem-solving and decision-making skills & analytical and influencing results. Experience with project management is preferred.
• Professional working proficiency in English.
• 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 customer experience towards our customers.
• Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment.