Manage and maintain the chatbot/helpcenter knowledge base to ensure quick resolution of seller issues. Participate in the creation, management, and evaluation of AI agents for seller domains. Collaborate with product and tech teams to implement new chatbot/helpcenter features and conduct User Acceptance Testing (UAT) for newly launched functionalities.
Apply data analysis techniques to analyse customer interactions and chatbot logs, aiming to improve coverage, resolution rates, and customer satisfaction for AI products. Combine business knowledge with seller use cases to provide optimal resolutions that meet seller needs, leveraging existing technologies effectively. Job Requirements Bachelor's degree in Computer Science, Information Technology, or a related field.
Candidates with experience in e-commerce customer service, business processes, project management, or data analysis are preferred. At least 1 year of customer service operations experience in e-commerce or retail, with familiarity in AI products or chatbot application scenarios. Strong logical thinking and problem-diagnosis skills, capable of quickly identifying core issues and proposing efficient solutions.
Proficiency in basic programming languages such as SQL/Python and Excel for data analysis is a plus. Ability to troubleshoot and resolve operational issues or bugs within the chatbot system. Must be capable of effectively testing new features, identifying bugs, and reporting them accurately to ensure system stability.