Daraz PK-Product Operations Associate-Customer Care

This role involves managing and maintaining the chatbot knowledge base to ensure users receive prompt and accurate resolutions to their inquiries. The successful candidate will actively participate in chatbot model training to enhance accuracy and answer matching. Collaboration with product and technology teams is essential to implement new chatbot features and conduct thorough user acceptance testing for recent updates. Utilizing data analysis techniques, the role focuses on examining customer interactions and chatbot logs to boost coverage, resolution rates, and overall customer satisfaction. Combining business insight with customer use cases, the candidate will strive to deliver optimal solutions aligned with user needs by leveraging existing technologies.

Key Responsibilities
- Manage and update the chatbot knowledge base to provide quick and effective user support.
- Participate in training the chatbot model to improve response accuracy and relevance.
- Collaborate closely with product and technical teams to roll out new chatbot features and perform user acceptance testing.
- Analyze customer interactions and chatbot data logs using data analysis methods to enhance AI product performance, including coverage and resolution rates.
- Apply business knowledge and customer use cases to tailor solutions that best meet user requirements through current technologies.

Required Qualifications
- Bachelor’s degree in IT, Computer Science, or equivalent professional experience. Candidates with expertise in customer service within e-commerce, business processes, project management, or data analysis are encouraged to apply.
- 1-2+ years of experience in customer service, preferably in e-commerce, retail operations, or AI products/chatbots.
- Strong data analysis skills with logical thinking and the ability to quickly identify key issues and solutions. Familiarity with basic programming languages such as SQL or Python is preferred, along with proficiency in Excel for data analysis.
- Problem-solving skills to address operational issues or bugs in the chatbot, including testing new features, identifying defects, and reporting them effectively.
- Excellent documentation and reporting abilities, with clear and concise content writing and conversational skills.
- Ability to work independently, proactively managing schedules and workloads to meet deadlines.
- Capacity to maintain composure and perform well under pressure, managing multiple shifting priorities efficiently.
- Highly organized, eager to learn, and dedicated to continuous improvement.

Preferred Qualifications and Additional Skills
- Knowledge of chatbot industry standards, usability best practices, design trends, and experience optimization is a plus.

This position offers the opportunity to work at the intersection of AI technology and customer experience, contributing directly to the enhancement of chatbot performance and user satisfaction. The ideal candidate will be proactive, detail-oriented, and passionate about leveraging technology to solve real-world problems.