Hq Data Chatbot, Cs

1 week ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Understand Shopee’s chatbot functionalities in detail
- Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools
- Propose modifications for improving the chatbot’s capabilities
- Serve as a communication bridge between regional and local to address upcoming modifications and new features of Shopee’s chatbot
- Actively benchmark competitors and propose new available technology /models for better user experience and/or efficiency
- Data analysis: Understand the data provided by regional team and have a critical mindset to propose changes based on unmet KPI’s
- Correctly dimension required testing in user acceptance for all upcoming product features to carry out the required tasks to ensure a seamless deployment of these
- Ensure a high level of communication with our BPO’s to constantly collect their perceptions as to how to improve our chatbot and other systems
- Understand critical issues through accurate and focalized data analysis of our ongoing projects

**Requirements**:

- Bachelor’s Degree
- At least 2 years experience in product testing, product management, data analysis, UAT or comparable experience in other data-driven environments
- Previous experience in E-Commerce environment
- Intermediate - Advanced excel / Spreadsheets / GTools (preferred)
- English - Advanced
- Strong communication and analytical skills
- Very structured and organized way of thinking
- Demonstrated ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment

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