The opportunity
As a Bot/AI Specialist for the Customer Experience Operations Team, you will play a crucial role in enhancing customer service efficiency and satisfaction through the design, implementation, and optimization of AI-driven solutions. You will be responsible for developing and maintaining chatbots, virtual assistants, and other automated systems that facilitate seamless customer interactions.
Your responsibilities
- Design, develop, and implement AI-driven solutions, including chatbots and virtual assistants, to enhance customer service capabilities.
- Collaborate with cross-functional teams to understand business requirements and translate them into effective bot functionalities.
- Integrate AI solutions with existing customer service platforms and tools.
- Manage the deployment and testing of bots to ensure a smooth and efficient customer experience.
- Analyze customer interactions with bots to identify areas for improvement.
- Continuously optimize and refine bot algorithms based on user feedback, performance metrics, and evolving business needs.
- Provide training and support to customer service agents on effectively utilizing AI tools.
- Create comprehensive documentation for both internal teams and end-users.
- Work closely with Tech and Product, the Knowledge team to align AI solutions with broader organizational goals.
- Collaborate with stakeholders to identify new opportunities for AI integration.
- Monitor the performance of AI systems, identifying and resolving issues in a timely manner
What you need to succeed
- Hands-on experience in developing and deploying chatbots and virtual assistants
- Familiarity with natural language processing (NLP), AI technologies and machine learning
- Excellent problem-solving and analytical abilities to analyze customer interactions with bots, identify areas for improvement
- Effective communication skills in English (German is requisite) and the ability to collaborate with various teams such as cross-functional teams
- Understanding of customer service processes and a customer-centric mindset.
- Experience working in Customer Service function in a similar environment
- Knowledge of industry best practices in AI and customer service.
- Demonstrate a willingness to continuously learn and adapt to new tools, techniques, and industry best practices in AI and customer service.
Our offer to you
- We’re working in hybrid mode offering you flexibility to work onsite and from home
- WorkOUT Life Balance: 30 days paid vacation per year, 2 extra days for volunteering at a cause of your choiceflexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
- Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
- Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
- A free Urban Sports Club L Pro Membership
Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).
Estimated Salary range:
Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $70,000 - $90,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.
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