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DepartmentOperations
LevelExperienced (Individual Contributor)
LocationMalaysia - Kuala Lumpur
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
About the Team:
We are looking for a Chatbot Admin to join our e-commerce customer service team. As a Chatbot Admin, you will be responsible for training and managing our AI-powered chatbot to provide accurate and efficient responses to customer inquiries. You will work closely with the customer service team to identify and resolve customer issues, and continuously improve the chatbot's performance.
Job Description:
- Develop training materials and programs for the chatbot, including chatbot scripts, response guidelines, and data analysis tools.
- Train the chatbot to understand and respond to customer inquiries and complaints, using machine learning techniques and natural language processing.
- Analyze chatbot performance data and customer feedback to identify areas for improvement and make necessary updates to the chatbot's training.
- Collaborate with the customer service team to monitor and resolve customer issues escalated from the chatbot.
- Stay up-to-date with the latest AI and chatbot technologies and trends, and apply them to enhance the chatbot's capabilities.
- Provide training and support to the customer service team on how to effectively use the chatbot as a customer service tool.
Requirements:
- Minimum 3 years’ experience in customer service/call center, experience in Chatbot training is a plus
- Strong analytical and problem-solving skills, with the ability to analyze large amounts of data to identify trends and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Experience in e-commerce customer service is a plus.
