Chatbot, CS - SG Marketplace (Open to Fresh Graduates)

Shopee


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Job Description

  • Understand Shopee’s chatbot functionalities in detail: Take ownership on Shopee Chatbot, develop SOP and solution to improve self service and quality for Shopee users
  • Actively benchmark competitors and other regions and propose new available technology /models for better user experience and/or efficiency.
  • Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools.
  • Propose modifications for improving the chatbot’s capabilities.
  • Serve as a communication bridge between regional and local to address upcoming modifications and new features of Shopee’s chatbot.
  • Data analysis: Understand the data provided by regional team and have a critical mindset to propose changes based on unmet KPIs. Able to work independently and based your steps on data analysis
  • Conduct testing in user acceptance for all upcoming product features to carry out the required tasks to ensure a seamless deployment of these.
  • Ensure a high level of communication with our BPOs to constantly collect their perceptions as to how to improve our chatbot and other systems.
  • Understand critical issues through accurate and focalized data analysis of our ongoing projects.
  • Work with regional/ drive regional project for chatbot automation

Requirements

  • Bachelor’s Degree
  • At least 2 years experience in product testing, product management, data analysis, AI automation or comparable experience in other data-driven environments.
  • Previous experience in E-commerce environments.
  • Intermediate - Advanced excel / Spreadsheets / GTools (Preferred)
  • English - Advanced
  • Strong communication and analytical skills.
  • Very structured and organized way of thinking.
  • Demonstrated ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment.

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