Chatbot & Self-Service Experience Specialist (Hindi Speaking)

The Chatbot & Self-Service Experience Specialist is dedicated to representing the business by assisting, responding to, and resolving customer issues through the service journey, including self-service and chatbot interactions. The primary goal is to ensure a positive customer experience and satisfaction by consistently delivering high-quality service with accurate information and timely responses within the framework of customer service policies, service quality guidelines, business rules, and regulatory requirements.

RESPONSIBILITIES: 1. Customer Service: Responds to and resolves customers' requests, queries, concerns, and complaints.Records and escalates issues as necessary to ensure a positive customer experience with accurate and timely information. 2. Promotion of Self-Service: Identifies and provides self-service solutions within the chatbot to meet customer needs.Encourages customer engagement and containment within the chatbot, reducing reliance on manual workflows. 3. Content Validation: Reads, comprehends, translates, and validates communication content from the business to customers.Ensures accuracy and maintains consistency in communication. 4. Data Analysis and Reporting: Analyzes data from systems, ensuring accuracy and identifying trends using tools like GA, Matomo, or Tableau.Generates heatmaps and reports to provide insights for continuous improvement. QUALIFICATIONS: Diploma in any field with prior customer service service experience.General understanding of e-commerce business and principles of good customer service.Exceptional attention to detail and communication skills.Ability to manage time effectively and work well under pressure to achieve results.Willingness to work rotating shifts as required.Proficiency in English and Hindi languages (spoken and written).Proficiency in MS Office applications.Basic analytical and information gathering skills.Familiarity with workflow processes and ability to suggest improvements.2+ years of experience in Chatbot operations.Proficient in VBA (Visual Basic for Applications). Notes: Indian citizens are welcome to apply.The client organization offers a competitive salary and employee benefits.