NiederlandeFoot Locker
Erstellungsdatum 31.05.2023
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Chat Flow Specialist (German Speaker) - Hybrid Role
We are seeking a highly motivated and skilled Chatbot Specialist to join our Customer Connectivity team headquartered in Vianen (Utrecht).
As a Chatbot Specialist, you will play a vital role in optimizing our chatbot's performance and enhancing the customer experience.
You will collaborate with cross-functional teams and contribute to various projects, both locally (Germany/EMEA) and globally, ensuring seamless communication and automation in customer interactions.
Responsibilities
WHAT DOES AN AVERAGE WEEK LOOKS LIKE
Be responsible for German conversational and answer workflow design that meet our digital engagement vision and understand how to convert long interactions into easy to digest flows.
Responsibilities
- Design an engaging conversational experience, including:
- Conversational flow
- Tone of voice
- Error handling
- Chatbot responses
- Escalation to live agent via CRM platform.
- Improve chatbot understanding:
- Minimize ambiguity between intents to enhance the accuracy of customer interactions.
- Design well-defined flows that reduce frustration and improve the customer experience.
- Data analysis and training:
- Analyze conversation logs to identify customer intents and compile information for bot training, reducing manual effort.
- Utilize past conversations to train the chatbot with expressions and develop efficient conversational workflows.
- Monitor all updates and changes connected to our internal or external processes.
- Bug fixing and issue resolution:
- Identify and resolve conversational design issues and bugs flagged by stakeholders.
- Address in-life issues to ensure optimal performance of the chatbot.
- Process improvement and automation:
- Recommend process improvements aligned with best practices and business goals.
- Contribute to automation subprojects related to customer self-service.
- Align with sustainable best practices, escalating issues or risks as appropriate.
- Collaboration and support:
- Participate in quality and operational meetings to support the Customer Care team.
- Support automation projects connected to customer care.
- Collaborate with cross-functional teams on projects and initiatives.
- Obtain a deep understanding of cross departmental processes to translate into simple and engaging content.
Qualifications
- Fluent in English and German, with excellent written and spoken communication skills.
- Proficiency in an additional language such as French, Spanish, or Dutch is a strong plus but not mandatory.
- Proficient in MS Office tools (Excel, Word) and experience with CRM platforms like Zendesk, Microsoft Dynamics, or Salesforce Live Agent.
- Bachelor's degree or relevant working/internship experience.
- Strong intellectual curiosity and problem-solving skills.
- Customer-oriented mindset with exceptional multitasking and time management abilities.
- Hands-on mentality with the ability to take ownership in a dynamic environment.
- A collaborative team player with excellent interpersonal skills.
Benefits
WHAT WE OFFER YOU
- Career development and growth in an ambitious international team
- Recognition, inclusion and belonging in a diverse environment.
- 25 holidays and flexible working
- Employee Discount on in-store and online products
- Casual Sneaker Culture
- Learning & Health/wellbeing program
- On-site fitness center, Basketball court, football pitch and Prayer Room
- Travel reimbursement
- Company shuttle bus between Utrecht Central Station and EHQ
- Pension Plan
- Discounted Collective Health plans
- Activities organized by our Social Committee #LI-JR3
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