Senior Associate, Artificial Intelligence (AI) Product-Kuala Lumpur


Kuala Lumpur, Malaysia Remote


Customer Success

Sep 19

Job Description

Reporting to the Head, Product Operation – Customer Care, you will be responsible for :

• Define strategies and deliver ongoing optimization of customer engagement through chatbot, automation tools as well as identify and drive the use of others customer engagement tools.

• Monitor and track the key indicators and propose evaluation metrics of AI products to improve overall chatbot performance.

• Apply data analysis techniques to analyze logs and user feedback to strategize the improvement plan on the knowledge base, resolution and customer satisfaction of AI products.

• Oversee chatbot conversations and answers to ensure quality, transparency, consistency, and alignment to publishing standards and branding style guides.

• Create personalized experiences for customers engaging via chat or online contact methods.

• Ideate and create customer journeys through self-service experiences.

• Collaborate closely with the R&D team, particularly algorithms engineers and product managers, to improve user interaction of AI products.

• Lead projects of specific recommendations and action plans to drive customer service and process improvement strategy across customer touchpoint.

• Represent chatbot solutions in cross-departmental projects and identify AI Support downstream impacts.

• Work extensively with cross-functional stakeholders to identify and implement optimal solutions in the areas identified.

• Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative.

• Foster a culture of continuous improvement.

Job Requirements

To succeed in the role, you should ideally have:

• Bachelor in any of computer science/engineering, mathematics, data science, statistics, or related fields.

• At least 5 years relevant experience in customer service, contact center or contact channel management

• At least 2 years managerial/leadership experience.

• Strong background in AI, deep learning, machine learning, pattern recognition, data mining and statistics is preferred.

• Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is preferred.

• Demonstrate project management capability, ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses and influencing results.

• Business level command of English language, reading, writing and speaking.

• Adaptive to changing scope and evolving business environments

• Self-directed, highly motivated, proactive, and able to handle stress professionally

• Methodical, analytical, and data-driven

• Thrives in a fast-paced, global environment where continuous learning is a must

• Able to quickly adapt to shifting priorities, demands, and timelines

• Passionate about innovating the customer experience

• Strong problem-solving skills

• Driver of change and solution oriented – identify the opportunity and recommend solution

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