CHAT MAINTENANCE ADVISOR (Multilingual) 213 views5 applications

Through evolution and acquisition, today Webhelp is a 70,000 people-strong global leader in business process outsourcing (BPO). We are specialized in customer experience outsourcing but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.

We are currently looking for CHAT MAINTENANCE ADVISOR (Multilingual), who will work at our Albanian office, in Tirane, Arena Center.

Job description

• Reviewing and maintaining the Chatbot conversational experience.
• Monitor traffic and customer experience, based on data analysis – main reasons for contact (quantitative) and added value of the processes (qualitative).
• Creating, improving, and maintaining bot content to achieve business goals.
• Document processes, contents, and translations.

Roles and Responsibilities

• Identify trends / patterns in customer interaction and non-speech data that present opportunities for improvement to operating efficiencies, customer experience, and process improvement.
• Monitor the performance of Chatbot, frequently review key metrics and reports, make updates to existing conversation experiences based on review of customer interactions
• Correct and re-train failed or misunderstood dialogues to improve the learning and training of Chatbot and optimize the overall experience.
• Create and publish engaging, consistent, and recognisable content.
• Edit, proof-read, and improve content.
• Ensure brand consistency.
• Coordinate and deploy the translation of contents into service languages.
• Brainstorm possible interactions users would have.
• Maintain the long-term vision and roadmap.
• Knowing when to simplify language to communicate ideas and when to use specialised language to establish credibility.
• Ensure that the tone is aligned with the needs of our target audience.
• Proactively monitor project business risk areas and escalate to the Team Leader.

Requirements

• Diploma, but bachelor’s degree is preferred on linguistics, marketing, translation and interpreting, communication, journalism, or related field.
• 3+ years providing technical product support and working with customer.
• Excellent written and verbal communications skills.
• Technical writing experience.
• Fluent in verbal and written in the language to support and C1 English when it isn’t the first language.
• Proficiency with Microsoft office tools (excel, visio, word).
• Attention to detail, creative problem solving, customer-oriented approach.
• Have a good understanding of current available and upcoming tools and technologies in the market.
• Good understanding or experience on designing flow charts.
• Project and process knowledge.
• Good understanding or experience on designing flow charts.
• Good understanding and level of Technical troubleshooting processes.
• Good understanding of market specifics at the country level.
• Skills on data analysis, data treatment and reporting.
• Ability to complete tasks independently.

If you think you are suitable for this position and like the challenges, then send your CV to the address: recruitment.al@webhelp.com.