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About the Job

Overview

Work Description:

    Reduce need for live agent chats, calls with automated responses and process improvement, Create & optimize automation journeys for customer support chatbot, Conduct analysis for customer feedback, social media comments, live agent documentation, Create customer survey processes to measure customer satisfaction [Csat, NPS], Conduct quality checks on customer support agent responses,

Candidature requirements:

    2+ years of exp. with a BPO, eCommerce, SaaS firm, Prior experience in self-service concept, journey automation, ChatBot [a must], Prior experience in social media sentiment analysis, CSAT comments analysis, Fine balance between data analytics and intuitive consumer behaviour insight, Highly digital tools savvy to develop unified customer support experience, Passionate to work in startups and comfortable with ambiguity,