Chatbot Quality Assurance, Customer Service

2 weeks ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.
- Be in charge of the quality and performance of Chatbot through deflection & CSAT- Perform data analysis to deep dive and uncover gaps in Chatbot in order to improve Chatbot KPIs- Perform Daily & Ad-hoc problem solving based on Tagging Tasks from Regional & Local team.- Propose Chatbot solutions to improve the quality of Chatbot- Maintain Chatbot satisfaction rate, perform analysis of DSAT (bad rating) tickets.- Coordinate with Knowledge Management Specialist in coming up with the solutions or initiatives to improve satisfaction based on the causes found, checking periodically to support CS Agent to grasp the profession and meet the job requirements- Make reports as required- Review current whole Flow on Chatbot based on specific functional Solution to amend/adjust the Transify for Users.- Intents Knowledge Base management including create new intents/update intents- Test App is a mandatory Task daily to monitor Chatbot Solution**Requirements**:

- At least 1 year of working experience in Quality Assurance or more than 2 years as a Customer Service in the field of e-commerce, e-wallets, shipping/banking/financial services.- Excellent verbal, written and interpersonal communication skills.- Strong system/Knowledge Base management/configuration- Able to communicate in English is a must.- Strong problem solving skills- Ability in using Gsheet, Excel, Powerpoint, other working systems.- Time management & tasks management skills- Able to handle multiple tasks and quickly adapt in the fast-paced environment.- Self-motivated & has the passion to work in a fast-paced and dynamic environment- Demonstrated ability to learn fast, handle multiple tasks and meet deadlines- Ability to work independently and effectively in a team

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