Job Description

Location:
Malaysia




Department: Customer Service


Location: Malaysia




Team and Role Introduction:
We are the Product Team in Customer Care Department. As a member in Product Team, you are given opportunities to learn and manage product such as AI Chatbot, Help Center, Agent Desktop, Omni Channel and etc.The AI trainer plays a key role in ensuring that AI functions at its best and provides a rewarding user experience. If you love technology and want to be at the forefront of an exciting new industry, then we welcome you to apply.
Responsibilities:

• Build and maintain customer engagement flow in the AI product, structure the content blocks and continuously improve the copywriting to deliver great user journeys on the chatbot channel.
• Analyze and update the knowledge base in Help Center & AI Bot which align to local market needs/ customization.
• Apply data analysis techniques to analyze chatlogs and user feedback to improve the coverage, resolution and customer satisfaction of AI products.
• Instruct AI model through annotation to improve output accuracy.
• Propose and track key indicators and evaluation metrics of AI products to improve overall Chatbot performance and Lazada customer care operations.
• Collaborate closely with the R&D team, particularly algorithms engineers and product managers, to improve user experience of AI products.
• Lead projects of specific recommendations and action plans to drive customer service and process improvement strategy across customer touchpoint.
• Represent chatbot solutions in cross-departmental projects and identify AI Support downstream impacts.
• Work extensively with cross-functional stakeholders to identify and implement optimal solutions in the areas identified.

Job Requirements

Requirements/Qualifications(must have):

• Bachelor in any of computer science/engineering, mathematics, data analytics & data management, data science, statistics, or related fields.
• Fluent in English written and verbal communications skills is a must.
• Strong analytical abilities. Filtering through large volumes of data and identifying patterns is a big part of this role.
• Result oriented. Driver of change and solution oriented \xe2\x80\x93 identify the business opportunity, propose solution and execute for result monitoring. Always strike to achieve high resolution rate & satisfaction rate.
• Technical knowledge. You should not only be comfortable using AI, but also a wide range of other software and messaging applications.
• A fast-paced working style. You\xe2\x80\x99ll thrive working in a fast-paced environment and be nimble enough to quickly change game plans.
• The ability to work independently. Most of the task is done independently, meaning you must be comfortable taking initiative.
• Writing skills. It\xe2\x80\x99s important to have strong writing skills when working in Product Ops Team. You need to clearly document the operation playbook such as process flow, test procedure, customer journey, result presentation and etc. Proficient in excel and power point.

Requirements/Qualifications(good to have):

• Experience with Data Analytics tools and Statistics (Python, SQL, Power BI)
• Prior experience in the customer facing role, contact center or ecommerce industry is a plus
• Prior experience in machine learning is a plus
• Strong interest and belief in AI technology is a plus
• Read and write in Chinese and Malay is a plus