Chatbot, CS - SG Marketplace (Open to Fresh Graduates)

Responsibilities

• Understand Shopee’s chatbot functionalities in detail: Take ownership on Shopee Chatbot, develop SOP and solution to improve self service and quality for Shopee users
• Actively benchmark competitors and other regions and propose new available technology /models for better user experience and/or efficiency.
• Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools.
• Propose modifications for improving the chatbot’s capabilities.
• Serve as a communication bridge between regional and local to address upcoming modifications and new features of Shopee’s chatbot.
• Data analysis: Understand the data provided by regional team and have a critical mindset to propose changes based on unmet KPIs. Able to work independently and based your steps on data analysis
• Conduct testing in user acceptance for all upcoming product features to carry out the required tasks to ensure a seamless deployment of these.
• Ensure a high level of communication with our BPOs to constantly collect their perceptions as to how to improve our chatbot and other systems.
• Understand critical issues through accurate and focalized data analysis of our ongoing projects.
• Work with regional/ drive regional project for chatbot automation

Requirements

• Bachelor’s Degree
• At least 2 years experience in product testing, product management, data analysis, AI automation or comparable experience in other data-driven environments.
• Previous experience in E-commerce environments.
• Intermediate
• Advanced excel / Spreadsheets / GTools (Preferred)
• English
• Advanced
• Strong communication and analytical skills.
• Very structured and organized way of thinking.
• Demonstrated ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment.