Hiring Customer Service Automation Executive // ShopBack | ShopBack

Customer Service Automation Executive // Shopback

Shopback | Berlin, Germany

Date listed

3 weeks ago

Employment Type

Full time

Keywords: coverage chatbot


  • 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
  • Demonstrate problem-solving and decision-making skills & analytical and influencing results. Experience on project management is preferred
  • Familiar with Excel and Google Suites products, specifically Google Sheet and Slides
  • Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our customers
  • Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment
  • Added advantage: Working experience in AI chatbot or related fields

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