Chatbot Associate

About Daraz

Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalized logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia serving 100 million customers and businesses by 2030.

For more information, please visit www.daraz.com

Job Description:

• Manage and maintain on the chatbot knowledge base in order to provide quick resolution to the customers regarding their issues
• 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 customer needs with application of existing technologies.

Job Requirements:

• 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.
• Should have 1-3+ years of customer service experience in e-commerce / retail operations+ AI Products/ Chatbot
• 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.
• Should be able to present their ideas clearly and concisely through good content writing/conversational 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.

What we offer:

• International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth
• A platform to learn from Alibaba’s world-leading ecosystem
• Rigorous training and exposure in team management, leadership, business analytics, and operations
• An opportunity to train the next generation of business leaders in the ‘tech’ industry
• Competitive salary and incentive package