Principal responsibilities

• Identifying and understanding customer journey for Chatbot implementation, create suitable process flow of use cases

• Identify flaw or improvement area of Chatbot by collecting customer feedback and review Q/A.

• Responsible for handling more complex customer enquiries and issues

• Assist to optimize efficient communication with customers based on requirement of different digital channels, ensuring tone of voice, team policies and compliance requirements are met.

• Speak out and negotiating with stakeholders where necessary, to ensure the quality standards or for the sake of customer experience.

• Provide advice and guidance to Conversation Designers on Chatbot content. Identify and escalate matters of concern.

  Qualifications

• University degree in related discipline OR other relevant qualifications preferred.

• At least 2 years of experience in the field of Finance, AI and Chatbot

• Solid documentation writing and editorial methodologies, drive the delivery of written scripts in Traditional Chinese/Simplified Chinese/English language.

• Good understanding of customer experience, strong customer centric vision and good sense of sympathy, able to design Chatbot answers from customer’s perspective.

• Good knowledge of computer applications including MS Office, SQL, Python, Java, etc.

• Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes.