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.