Customer Service Insights Officer

About The Role: 

With a continuous focus on premium customer experience, we have a position for a Chatbot Curation Specialist that will manage and improve the performance of this system available with our client Samsung Electronics Australia. This role requires you to work from the Sydney Olympic Park office 4 days a week with 1 day from home. 

This role will support the organisation through providing guidance, support and direction to a small team with the goal of creating pre-defined responses to queries on the Chatbot system with the main goals of efficiency and accuracy. You will work closely with the Live Chat team to ensure alignment.

Your role will involve you analysing chat transcripts and determining next course of actions, reviewing content to ensure accuracy, reporting and managing Chatbot performance (KPIs), providing direction and training to internal teams as to how best to handle certain scenarios to ensure the organisation is providing a world class experience.


Duties and Responsibilities:

• Analysing and Reviewing previous chat/call transcripts.
• Providing direction/training on various scenarios to customer service operators to assist in resolutions.
• Liaising with internal teams to ensure we are providing the correct technical support to customers with troubleshooting issues.
• Providing the customer service team on Australian insights as well as educating on providing the personal touch.
• Performing quality checks with customer service agents to ensure the organisation  is providing a standout service.
• Reporting and managing chatbot and live chat performance SLA/KPIs.
• Raise critical issues real time to relevant teams.
• Review content to ensure accuracy and efficiency of chatbot.
• Developing new ideas to enhance customer journey via chat.
• Raising any issues to the correct departments and providing any resolution updates
• Aligning with the Live Chat team

• Experience within a customer service position (managing a chat bot function being an advantage)
• Previous or current experience with content creation and presentation (highly regarded)
• Excellent verbal and written communication skills with a high attention to detail ( proof reading experience highly regarded)
• Proficiency with MS Office Applications 
• Excellent time, deadline management, organization and prioritisation skills (Essential)  
• Project management skills (highly regarded)

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

Esha Nischol

esha@people2people.com.au

02 8270 9710

New South Wales