Chatbot & Self-Service Experience Specialist - Hindi

2 weeks ago


Makati City, National Capital Region, Philippines Prime Recruitment Full time

The Chatbot & Self-Service Experience Specialist is dedicated to representing the business by assisting, responding to, and resolving customer issues through the service journey, including self-service and chatbot interactions.

The primary goal is to ensure a positive customer experience and satisfaction by consistently delivering high-quality service with accurate information and timely responses within the framework of customer service policies, service quality guidelines, business rules, and regulatory requirements.


RESPONSIBILITIES:

Customer Service:

  • Responds to and resolves customers' requests, queries, concerns, and complaints.
  • Records and escalates issues as necessary to ensure a positive customer experience with accurate and timely information.

Promotion of Self-Service:

  • Identifies and provides selfservice solutions within the chatbot to meet customer needs.
  • Encourages customer engagement and containment within the chatbot, reducing reliance on manual workflows.

Content Validation:

  • Reads, comprehends, translates, and validates communication content from the business to customers.
  • Ensures accuracy and maintains consistency in communication.

Data Analysis and Reporting:

  • Analyzes data from systems, ensuring accuracy and identifying trends using tools like GA, Matomo, or Tableau.
  • Generates heatmaps and reports to provide insights for continuous improvement.

QUALIFICATIONS:

  • Diploma in any field with prior customer service experience.
  • General understanding of ecommerce business and principles of good customer service.
  • Integrity, innovation, and a customercentric mindset.
  • Exceptional attention to detail and communication skills.
  • Ability to manage time effectively and work well under pressure to achieve results.
  • Willingness to work rotating shifts as required.
  • Proficiency in English and Hindi languages (spoken and written).
  • Proficiency in MS Office applications.
  • Basic analytical and information gathering skills.
  • Familiarity with workflow processes and ability to suggest improvements.
  • 2+ years of experience in Chatbot operations.
  • Proficient in VBA (Visual Basic for Applications).

Notes:

  • Indian citizens are welcome to apply.
  • The client organization offers a competitive salary and employee benefits.


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