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Chatbot Officer

Philippines - Operations

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The Chatbot Officer reports to the Chatbot Unit Lead and will be responsible for developing and improving automated communication and customer service by replicating human conversations that can handle wide range of scenarios with collaboration with cross-functional teams to enhance user experiences, optimize conversation flows, and ensure the chatbot aligns with organizational goals.

Responsibilities

  • Maintain and enhance chatbot platform.
  • Analyze and document data coming from bot conversations to derive insights and identify areas for improvement.  
  • Identify and interpret the patterns, trends, and conversational flow of the bot.  
  • Continuously monitor bot’s performance, report on progress, and define strategies for enhancements.  
  • Continuously analyze and optimize chatbot interactions to improve user satisfaction.  
  • Conducts user testing and incorporates feedback to improve chatbot functionality.
  • Maintain comprehensive documentation and reports on chatbot functionalities, updates, and best practices.  
  • Optimize existing conversation flows and build new ones that enable customer to selfhelp/self-serve, while always keeping the customer experience first.  
  • Provide guidance and assistance to Chatbot Officer & Lead in completing day-to-day tasks.
  • Collaborate with marketing, customer support, and IT teams to understand organizational needs and align chatbot capabilities with business objectives.  
  • Coordinates directly and maintains communication with third party chatbot vendor PICs for any clarifications or assistance in the utilization of the platform/reports.  
  • Conduct rigorous testing to identify and resolve any issues related to chatbot functionalities.
  • Help our customer service team deal with the influx of interactions from customers by decreasing human intervention and increase customer’s utilization of Chatbot through constant training and development of the Bot.  
  • Ensure achievement of the team’s objectives 

Qualification

  • University/college degree is a must.  
  • With at least 2 years of proven experience in developing and implementing chatbots, preferably in a business or customer service context.  
  • Current with relevant technology trends and applications  
  • Proficiency in MS Office applications and Figma
  • Exceptional ability to create and implement testing scripts to authenticate bot functionality.
  • Excellent written and verbal communication skills and learning mindset. • Ability to drive change and take leadership as required.  
  • Ability to adapt to changes in a fast-paced environment.  
  • Flexible and have excellent time management skills.  
  • Attention to detail and self-development skills.  
  • Knowledge of data collection and data management tools.  
  • Strong communication and collaboration skills.  
  • Strong analytical skill 

Interested? Send us your CV attalentacquisition@tonikbank.com

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