Chatbot Specialist | 客服專員 (聊天機器人)

Job Description

Responsibilities

    • Serve as CS Automation Executive at the country level including AI Chatbot and other automations of ShopBack.
    • Build and maintain relevant chatbot flows for the country, by structuring content blocks and continuously improving the copywriting to deliver great user journeys on the chatbot channel.
    • Apply data analytics techniques to analyze chat logs and user feedback to improve the coverage rate and customer satisfaction of chatbot.
    • Identify areas of opportunity and innovation, including best practices and recommendations for overall chatbot performance.
    • Assists other projects with analysis and execution for process/tools improvements, optimization, development, and/or maintenance efforts for CS Automation regionally.

Other Tasks

    • Support to update and monitor the country FAQ page which aligns to local market needs/customization.
    • Perform CS frontline tasks as needed.

Requirements

  • Must have: Proficiency in Cantonese/Chinese language to support our businesses in Chinese-speaking markets.
  • Added advantage: Working experience in AI chatbot or related fields.
  • Demonstrate problem-solving and decision-making skills & analytical and influencing results. Experience in project management is preferred.
  • Familiar with Excel and Google Suites products, specifically Google Sheets and Slides.
  • Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high-quality customer experience towards our customers.
  • Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment.
1
1 years of experience required
480K ~ 750K TWD / year
Partial Remote Work
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About us

ShopBack: For the wins!

The ShopBack Group is Asia-Pacific's leading shopping and rewards platform, serving over 38 million shoppers across ten markets.

ShopBack was founded in 2014 and today, ShopBackers across the region continue to win over shoppers by constantly upping their game - be it rewards or meaningful experiences - such that shoppers can achieve a personal victory every time they use ShopBack.

The Group powers over US$3.7 billion in annual sales for over 15,000 online and in-store merchant partners. In 2022, ShopBack launched ShopBack Pay and PayLater, extending the platform's offerings into financial services, providing shoppers responsible and convenient payment options at checkout.

ShopBack 是亞太地區最大的購物和現金回饋平台,全球用戶已經超過 3千8百萬、並為超過 15,000 家的線上與線下合作夥伴提供超過 37 億美元的年銷售額。2014 年 6 個人於新加坡創立的團隊,如今已經成長到橫跨 10 個市場、超過 1000 人的大家庭!擁有深化消費者購物體驗的企圖心及始終維持創新精神的我們,除了在各市場快速成長並取得領先地位,也成功吸引來自 Google、Slack、LinkedIn、Alibaba、Tencent、Bytedance、Shopee、Uber、ZALORA、P&G、McKinsey、Visa、Paypal 等全球頂尖公司的優秀人才加入我們,一起打造世界級產品!

而 2016 年 9 月正式開始營運的 Taiwan Office ,更是除了新加坡總部以外首個海外、也是最大的研發中心。 在我們充滿活力且舒適的辦公室裡,有吃不完的零食、喝不完的飲料, 累了還可以躺在沙發上休息、盪個鞦韆、或揪夥伴一起打桌球。如果你深受這樣的環境吸引且喜歡接受挑戰、不怕解決困難,歡迎加入我們一起 rock the world!


Team

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TA
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Engineering Manager
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Talent Acquisition Lead
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TA
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