Chatbot Curator

The Company:

Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Experience department based at the Sydney Olympic Park Office.

The primary function of this role is to oversee and enhance the Chatbot tool, guiding a small team in crafting pre-defined responses for optimal efficiency and accuracy, and closely collaborating with the Live Chat team to ensure seamless alignment within the organisation.

This role requires an individual to work 4 days in the office and 1 day WFH on a 12 month fixed term contract.

Duties and Responsibilities:

• Analysing and reviewing previous chat/call transcripts to understand key enquiry types and chat drivers for support.
• Liaising with internal teams to ensure correct technical support for customers with troubleshooting issues, to be included in howto articles linked to the Chatbot.
• Completing quality assurance checks to ensure Chatbot is operating within scope and reporting any issues to the development team.
• Reporting and managing Chatbot and Live Chat performance against SLA/KPIs.
• Raising critical issues in realtime that may impact customer experience or limit access to Chatbot and/or Live Chat systems.

About YOU:

• Minimum of 2 years in a customer service position
• Previous experience managing Chatbot function is a definite advantage.
• Experience in customer service necessary.
• Have a passion for customer service and enthusiastic about improving customer experience
• Previous or current experience is content creation and presentation will be highly regarded.
• Excellent time and deadline management skills is essential.
• Intermediate levels of project management skills may be an advantage.

What's in it for you?

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

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