Zain Kuwait
Customer Care Operations Job vacancy In Kuwait City.
Summary Role
He/She is responsible for handling the creation of new functions as well as monitoring and enhancing ZBOT features in order to meet the business requirement.
The Roles And Responsibilities
The responsibility to handle the creation of new flows for features, functions and technical aspects for zBot.
Continuously benchmark zBot features and functions for performance and intelligence enhancements.
Create and continually reviewing/maintaining successful customer journeys for smoother and effective zBot workflows by mitigating fallbacks that lead customers to non-digital channels.
Perform daily health checks for zBot.
Review customer evaluation and user feedbacks, CSAT KPIs, ratings and suggestions, and use this information to enhance zBot functions and workflows.
Supervise new feature and function implementations, work closely and follow up with the technical team regarding pipeline features and testing to ensure that they are aligned with the planned timeline.
Work on increasing customer adaptation to zBot as a digital channel.
Tutorial video creation.
Weekly, monthly, quarterly and annual reports highlight zBot stats, performance and trends (i.e., zBot handling rate, customer engagement, completion rate…etc.).
Analyze customer’s entries and use them to increase zBot Intelligence.
Website : http://kw.zain.com