ShopBack的客服團隊是公司的支柱。 從處理一般查詢到解決客戶糾紛，我們會即時，專業地解決每一個問題。 作為一名客服，您將發揮不可或缺的作用，確保優先考慮每個客戶的需求並收集其反饋意見。

Responsibility

1. Serve as CS Automation Executive at the country level including AI Chatbot and other automations of ShopBack.
2. 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.
3. Applying data analysis techniques to analyze logs and user feedback to improve the coverage, resolution rate, and customer satisfaction of the chatbot.
4. Execution of the communication of new offerings by identifying areas of opportunity and innovation, including best practices and recommendations for overall chatbot performance.
5. 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.

Requirement

1. At least one-year of working experience in AI chatbot or related fields.
2. Demonstrate problem-solving and decision-making skills & analytical and influencing results. Experience with project management is preferred.
3. Professional working proficiency in English.
4. Familiar with Excel and Google Suites products, specifically Google Sheet and Slides.
5. Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high-quality customer experience towards our customers.
6. Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment.