About The Role:
We are seeking a Chatbot Curation Specialist to manage and improve the performance of our Chatbot system available with Samsung Electronics Australia.
This role will support our organisation through providing guidance, support and direction to a small team with the goal of creating pre-defined responses to queries on the Chatbot system with the main goals of efficiency and accuracy.
You will work closely with the Live Chat team to ensure alignment and analyse chat transcripts to determine next course of action, reviewing content to ensure accuracy, reporting and managing Chatbot performance (KPIs).
Duties and Responsibilities:
* Analysing and Reviewing previous chat/call transcripts.
* Providing direction/training on various scenarios to customer service operators to assist in resolutions.
* Liaising with internal teams to ensure we are providing the correct technical support to customers with troubleshooting issues.
* Providing the customer service team on Australian insights as well as educating on providing the personal touch.
* Performing quality checks with customer service agents to ensure the organisation is providing a standout service.
* Reporting and managing chatbot and live chat performance SLA/KPIs.
* Raising critical issues real time to relevant teams.
* Review content to ensure accuracy and efficiency of chatbot.
* Developing new ideas to enhance customer journey via chat.
* Raising any issues to the correct departments and providing any resolution updates.
* Aligning with the Live Chat team.
About You:
* Experience within a customer service position (managing a chat bot function being an advantage).
* Previous or current experience with content creation and presentation (highly regarded).
* Excellent verbal and written communication skills with a high attention to detail (proof reading experience highly regarded).
* Proficiency with MS Office Applications.
* Excellent time, deadline management, organisation and prioritisation skills (Essential).
* Project management skills (highly regarded).
What's In It For You?
* Generous discount on company products.
* Access to discounts and special promotions with retail partners.
* Access to wellbeing platform.
* Heavily discounted gym membership.
* Onsite parking.