Applying data analysis techniques to analyze logs and user feedback to improve the coverage, resolution rate, and customer satisfaction of customer care products such as AI products, Help Center, Contact Center Solution
Analyzing and updating the knowledge base which aligns with local market needs/ customization
Proposing and tracking key indicators and evaluation metrics of Products to improve overall Customer Care Product performance
Collaborating closely with the R&D team, particularly algorithms engineers and product managers, to improve user interaction with Customer Care products
Lead projects of specific recommendations and action plans to drive customer service and process improvement strategy across customer touchpoint
Represent Customer Care products 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:
Bachelor in computer science/engineering, mathematics, data science, statistics, or related fields
Strong background in AI, deep learning, machine learning, pattern recognition, data mi,ning, and statistics is preferred
Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is preferred
Experience in Customer Service and Customer Operation Support, able to manage customer expectations.
Demonstrate project management capability, ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven,n analyses, and influencing results.
problem-solving and deep dive learning on product functionality, encasing use cases on, the feature and creating the best customer journeyman to provide excellent customer experience
Business level command of the English language, reading, writing, and speaking
Adaptive to changing scope and evolving business environments
Independent, mature, and able to handle stress professionally
Hiring criteria
You should have or be completing the following to apply for this opportunity.
Entry Pathway
Degree or Certificate
Minimum Level of Study
Bachelor or higher
Study Field
E
Engineering & Mathematics (all other)
Mathematics & Statistics
I
Computer Science (all other)
Data Science
Work rights
The opportunity is available to applicants in any of the following categories.