Customer Service Specialist

Description:

Our client, Samsung Electronics, is a well-known global brand. They have introduced a Chatbot system, an AI based chat program that aims to assist customers in lieu of Live Chat agents.

About this role
With a continuous focus on premium customer experience, they have a position for a Chatbot Coordinator that will manage and improve the performance of this system.
This role will support the organisation through providing guidance, support and direction to a small team with the goal of creating pre-defined responses to queries on the Chatbot system with the main goals of efficiency and accuracy.
Your role will involve you analysing chat transcripts and determining next course of actions, reviewing content to ensure accuracy, reporting and managing Chatbot performance (KPIs), providing direction and training to internal teams as to how best to handle certain scenarios to ensure the organisation is providing a world class experience.

Key Responsibilities:

• Analysing and Reviewing previous chat/call transcripts.
• Providing direction/training on various scenarios to customer service operators to assist in resolutions.
• Liaising with internal teams to ensure we are providing the correct technical support to customers with troubleshooting issues.
• Providing the customer service team on Australian insights as well as educating on providing the personal touch.
• Performing quality checks with customer service agents to ensure the organisation is providing a standout service.
• Reporting Chatbot performance.
• Managing customer service teams SLA/KPIs.

About You:

• Ability to communicate in Korean is mandatory as this position will require you to communicate with local and overseas Korean counterparts.
• Outstanding verbal and written communication skills is essential – both English and Korean.
• Previous experience managing chatbot function is a definite advantage.
• Experience is customer service necessary.
• Previous or current experience is content creation and presentation will be highly regarded.
• Excellent time and deadline management skills is essential.
• Intermediate levels of project management skills may be an advantage.