Chatbot & Communications Associate-Philippines
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Lazada Chatbots leverage on the technology capabilities of the Alibaba Group’s Intelligent Services Platform, with a strong focus on enhancing customer experience using AI. Using AI technologies, our chatbots alleviates huge volume of service demands from our consumers.
The platform is widely used in the Alibaba ecosystem across different business units, including Taobao, TMall, as well as other logistics and travel lines of business. With a SAAS model and smart application of the Alime Beebot applications, these AI products have become a core strategy in meeting growing demands in service and automation.
This role is expected to improve AI products’ customer experience.
The role will report to the Communications Manager
Key tasks and responsibilities
- Applying data analysis techniques to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction of AI products
- Combine business knowledge and customer use cases to provide the best possible resolution fitting customer needs
- Content creation and Copywriting - build smart, engaging and customer-centric content that addresses first to mid- level support and product queries
- User Testing- conduct user testing for user experience improvements and usability testing
- Participate in algorithm model building and optimizing customer experience, monitoring key indicators and evaluation metrics to maintain the chatbots
- 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 & Skills
- 4+ years of customer service experience in e-commerce / retail operations
- Data analysis skills: Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly
- Strong empathy and focus on customer experience and satisfaction
- Fluent in English and highly conversational
- Strong verbal and written communication skills
- Keen attention to detail
- Strong project management and collaboration skills
- Ability to work in a fast pace environment
- Basic to intermediate SQL
- Preferably have background in e-commerce for more than 2 years
- Have experience in data analysis and project management
- Strong interest and belief in AI technology
- Bachelor’s degree, preferably in Business or Computer Science
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