Responsibilities:

• Combine business knowledge and customer use cases to provide the best possible resolution fitting customer needs
• AI trainer leaders may have additional responsibilities of managing, training and mentoring AI trainers.
• Participate in algorithm model building and optimizing customer experience, monitoring key indicators and evaluation metrics to maintain the chatbots
• Applying data analysis techniques to analyse logs and user feedback to improve the coverage, resolution rate and customer satisfaction of AI products.
• Collaborating closely with the R&D team, particularly algorithms engineers and product managers, to improve user interaction of AI products
• Connecting technology, products, operations and other teams to drive for business changes

Qualifications:

• Business knowledge: 2-5+ years of customer service experience in e-commerce / retail operations+ AI Products/ Chatbot
• Data analysis skills: Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly
• Experience in Agile project management and JIRA (or equivalent) is strongly preferred.
• Problem solving: Ability to review service strategy and formulate solutions for proactive service strategy.
• Strong empathy and focus on customer experience and satisfaction
• Professionals who have the knowledge in customer service in E-commerce, business processes, project management and data analysis
• Strong communication skills, be a people person who listens and understands to the team and different business units.
• Deep knowledge in the chatbot industry standards, usability, trends in design and experience optimization.
• Organised and structured in keeping track of project progress and documentation.