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Customer & Channels
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9346 Requisition #

The role holder will be responsible for creating, implementing, monitoring and enhancing the customer Chatbot experience across all digital channels (web, app and social media platforms).

By creating user journeys and experiences that empower our customers to self-serve, we can customer satisfaction, reduce operating costs and increase efficiencies through call and store deflection

  • Minimum 5-7 years of experience in a customer service role in online, telecommunications or financial services  industry
  • Previous App or Digital experience will also be highly regarded
  • Bachelor degree
  • Strong Analytical & problem solving skills
  • Quick learner and Customer Contric
  • Create chatbot journeys in customer’s language and tone
  • Ensure that the Chatbot will use the same tone of voice used across du social channels by understanding customer’s intentions.
  • Solid experience in being able to deliver solutions to customer’s problems
  • Takes an end-to-end view in shaping customer solutions
  • Excellent Arabic & English language (verbal, reading and writing) proficiency
  • Strong stakeholder management and rapport
  • Liaising and working closely with a range of internal stakeholders including but not limited to  Digital Product Owners, Customer Operations, Customer Experience, Segment and IT
  • Liaising and working closely with the Chatbot vendor to resolve issues and deliver improvements
  • A ‘can do’ attitude You’ll be going into unchartered territory, you’ll be one who embraces news challenges and is prepared to “think outside the box” to find a solution

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