Product Operations Associate-Customer Care

Daraz


Date: 4 hours ago
City: Remote
Contract type: Full time
Remote
  • Manage and maintain the chatbot knowledge base in order to provide quick resolution to the users regarding their concerns.
  • Participate in chatbot model training to improve the model accuracy and chatbot answer matching.
  • Collaborate with the product and tech teams to implement new features in chatbot and conduct user acceptance testing for the newly launched features.
  • Applying data analysis techniques to analyze customer interactions and chatbot data logs to improve the coverage, resolution rate and customer satisfaction of AI products.
  • Combine business knowledge and customer use cases to provide the best possible resolution fitting user needs with application of existing technologies.

Job Requirements

Job Requirements

  • Educational Background: Bachelor Degree in IT, computer science, or equivalent work experience. Professionals who have the knowledge in customer service in E-commerce, business processes, project management and data analysis are encouraged to apply.
  • Business knowledge: Should have 1-2+ years of customer service experience in e-commerce / retail operations and AI Products/ Chatbot.
  • Data analysis skills: Should have ability of logical thinking and understanding of ways to discover key issues quickly and solutions even quicker. Knowledge of basic programming languages such as SQL/Python is preferred, along with skills with Excel for data analysis.
  • Problem solving: Should have an ability to work on solving issues/bugs that come during the operation of chatbot. Should be able to effectively test new features and identify bugs and report them.
  • Documentation and Reporting skills: Should be able to present their ideas clearly and concisely through good content writing/conversational skills.
  • Other skills:
  • Ability to work independently and proactively manage schedule and workload to meet and set deadlines
  • Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities
  • Should be organized, eager to learn new things and dedicated to their work.
  • Knowledge in the chatbot industry standards, usability, trends in design and experience optimization would be a plus.

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