Customer Experience Specialist

Full Time
Job Sector:
Customer Service
South Wales
Salary description:
Start Date:
Fresh Recruitment
Job Ref:

Our client have a unique opportunity to join their Customer Service Department in a pivotal role.

In this role you will use the Chatbot software to create conversation flows by literally planning and writing the content to get a customer from the point of asking a question to them receiving the answering and saying goodbye! Don't worry, there is no complex coding language involved, the software we use is more drag and drop. You will be responsible for measuring how effective the ChatBot is at understanding and correctly responding to the customer query via online chat. You will report your results, finding and recommendations.

You will liaise with key areas of service delivery including our Customer Service Advisors, Customer Experience Delivery Manager and Website Optimisation Manager to improve our proactive communications to customers.

The type of person this role will suit

We're looking for someone who's fanatical about Customer Experience methodologies and gets frustrated when customer service is done badly. You will be a self-starter with a strong ability to identify where improvements need to be made and draw up a plan to make changes.

We're looking for a person with a passion for all things digital, and who appreciates the power ChatBots and AI have to transform the way we communicate and resolve customer queries quickly and effectively.

What we need you to do

• Use the in-built machine learning along with your own teaching to improve the Chatbots ability to understand queries and provide the appropriate conversation path

• Write and develop chatbot conversation architecture, decision trees and conversation flows

• Continually adapt the chatbot conversation design to meet our customers' needs

• Identify and resolve any breaks in the chatbot conversation programming that can cause poor customer interaction

• Conceptualise and design conversation flows to maximise opportunities to resolve the query without any referral

• Create strong working relationships with the direct customer experience team and with key members of the wider business

• Maintain our Frequently Asked Question/Knowledge Base software with the correct information to fully integrate this into our Chatbot

• Provide monthly and ad-hoc reports on Chatbot performance

• Undertake administrative and general customer service responsibilities as required

• Fanatical about improving the Customer Experience

• An ability to communicate and explain potentially complex answers clearly and succinctly

Company Description

Closing Date:

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