Chatbot Management Executive, SCOMmerce

3 days ago


Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The 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.
- Handle chatbot related features including analyzing scripts, deciding next steps of action for users, taskbot setup, etc.
- Oversee the deployment and ongoing performance of chatbot solutions and implement necessary adjustments to enhance functionality and user experience.
- Develop and implement comprehensive chatbot strategies to ensure strategic alignment with overarching business objectives.
- Collaborate effectively and manage relationships with stakeholders and partners.
- Conduct thorough analysis of user interactions and feedback. Monitor and report on key performance metrics to drive improvements.
- Develop and maintain the quality of chatbot scripts to ensure consistency with brand voice.

**Requirements**:

- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- 3-5 years of experience in chatbot management, with strong problem-solving and data analytical skills.
- Excellent analytical and communication skills.
- ** Location**: Bukit Raja, 41050 Klang.


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