About the Role:
Our client, a highly respected global brand in the electronics industry, is seeking a Chatbot Interactions Specialist to join their team. In this exciting role, you’ll play a key part in enhancing the customer experience across chat and call channels. You’ll review transcripts, coach service operators and work closely with internal teams to ensure accurate support and seamless issue resolution. You’ll also monitor chatbot performance, refine content and processes and bring innovative ideas to deliver a more personal, engaging and memorable customer journey.

Duties & Responsibilities:

• Analyse and review chat and call interactions to identify improvements.
• Provide training and guidance to customer service teams.
• Collaborate with internal departments to ensure accurate technical support.
• Monitor and report on chatbot and live chat performance.
• Review and refine chatbot content for accuracy and efficiency.
• Conduct quality checks to maintain excellent customer service standards.
• Develop ideas to enhance the customer journey and overall experience.
• Escalate and track issues to ensure timely resolution.

• Minimum of 5 years of experience in a customer service position.
• Prior experience managing chatbot functions is advantageous.
• Experience in content creation and presentation will be highly regarded. 
• Passion for customer service, enthusiastic about improving customer experience.
• Excellent time and deadline management skills.
• A quick learner and adaptable to change.
• Strong verbal and written communication skills.

• Competitive salary
• Generous discounts on company products
• Access to discounts and special promotions with retail partners
• Access to wellbeing platform
• Heavily discounted gym membership
• Onsite parking