Chatbot Experience Specialist

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia calibr:e Full time

About the Company

Our client is a global technology solutions firm partnering with international brands in niche and fast-evolving industries. One of their key service offerings is Customer Experience Enhancement, transforming customer interactions with innovative digital solutions to elevate satisfaction and engagement.

The role is crucial in assisting, responding and resolving customer issues via the service journey (self service and chatbot) with the objective of ensuring a positive customer experience and satisfaction by providing a quality level of service consistent with accurate information and in a timely manner within the limits of the customer service policies and procedures, service quality guidelines, business rules and license regulations.

Responsibilities

Chatbot Management (GenAI, No-Code Platform)

  • Improving chatbot experience and performance across markets using prompt engineering and structured content design.
  • Design, update, and manage chatbot prompts using no-code tools
  • Create and maintain chatbot playbooks (instruction guides for various flows)
  • Draft, validate, and publish FAQs for chatbot and self-service modules
  • Support chatbot operations across multiple languages by adapting content and flows using translation tools where needed.
  • Maintain an open and flexible approach when handling non-native languages, ensuring consistency and accuracy across all supported markets.
  • Track chatbot metrics and prepare reports (monthly, quarterly) using Excel and PowerPoint

Automation & Self-Service Projects (CTA & Website Flows)

  • To transform frequently asked customer inquiries into efficient, self-service solutions through CTA (Call To Action) automation on the website, improving both customer experience and operational efficiency.
  • Conduct data-driven analysis of customer inquiries to identify automation opportunities and design end-to-end solutions.
  • Collaborate with BA, UX, and IT teams to develop and implement automation features across platforms.
  • Lead UAT testing and validate new self-service functions prior to release, ensuring quality and usability
  • Monitor post-launch performance and propose enhancements based on user feedback and behavioral data.

Qualifications

  • Experience in process improvement/operational efficiency/data analytics OR
  • Strong chatbot Customer Service Experience
  • Basic coding knowledge and understanding
  • General knowledge of e-commerce business
  • Understanding of good customer service
  • Professional level of English proficiency
  • Strong command of MS Office (Excel, Word, PowerPoint)
  • Comfortable using chatbot builder platforms and working with structured content
  • Basic knowledge of data analysis and workflow logic
  • Familiar with customer service software/tools (Zendesk, Salesforce, etc.)
  • Familiarity with PowerBI/Tableau a plus
  • Basic scripting (e.g., VBA, Macros) is a plus but not mandatory

  • Chatbot Sales Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Insider. Full time

    Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.About UsWe are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single...

  • Chatbot Sales Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Insider One Full time

    Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.About usInsider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable. Our story began with six desks and a vision to...

  • Search Sales Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Insider. Full time

    Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.About usWe are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single...

  • Sales Specialist/Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Insider One Full time

    Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.About usInsider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable. Our story began with six desks and a vision to...

  • Senior Executive

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time

    Position TitleSenior Executive, Digital Products, ChatbotReport ToManager, Digital ProductRole PurposeOversee Chatbot Operations: Manage the daily functioning and ensure the smooth operation of the chatbot.Enhance User Experience: Ensure the chatbot delivers accurate, helpful, and current information to improve user interaction.Drive Continuous Improvement:...

  • Customer Experience Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hisential Full time

    Customer Experience Specialist/Senior Customer Experience Specialist (Call Center MY/SG Market)About the jobService Type: Health CareLocation: Bangsar, Kuala LumpurAs our clinic expands rapidly, so will your professional growth. Be part of an exciting, dynamic company with ample opportunities for career advancement. Your contributions will directly impact...

  • Search Sales Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Insider One Full time

    Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.About usInsider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable. Our story began with six desks and a vision to...

  • Creative Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia 20dB Hearing Sdn. Bhd. Full time

    We are looking for a passionate Graphic Design / Creative Experience Specialist to shape the visual identity of 20dB across digital, retail, and brand touchpoints. This role blends traditional design craft with next-generation creative tools, including AI-enhanced ideation to deliver impactful, human-centred visual communication.You will take the lead in...

  • Digital BA

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Capco Full time

    Company OverviewCapco is an entrepreneurial consulting business with expertise in transformation, technology, and strategy. We specialize in banking and payment; capital markets; wealth & investment management; finance, risk & compliance; and technology, serving our clients from offices in leading financial centers across US, Europe and APAC. We are...

  • Customer Experience Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agoda Full time

    About AgodaAt Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working...