Customer Service Bot Knowledge Base Operations Specialist at PalmPay Limited

Job Title: Customer Service Bot Knowledge Base Operations Specialist

Job Overview

• We are looking for a highly detail-oriented and tech savvy Knowledge Base Operations Specialist to support the efficiency of our customer Service Bot
• This role is pivotal in ensuring the chatbot delivers accurate, timely, and user-friendly responses to customers across multiple platforms
• You will manage the creation, curation, optimization, and performance monitoring of content that powers our automated customer service experience

Responsibilities
Knowledge Base Maintenance & Optimization‌:

• Maintain knowledge base, handle consultation responses and issue resolutions, and regularly update knowledge base content to align with the latest business scenarios

Data Analysis & Strategy Adjustment‌:

• Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency
• Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations

Cross-Department Collaboration & Demand Implementation‌:

• Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery
• Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making

Requirements
Core Skills‌:

• Familiarity with customer service bot product logic; 1–3 years’ experience in call center or intelligent customer service system operations preferred
• Proficiency in data analysis tools (e.g., Excel, BI) to extract insights and propose actionable improvements

Soft Skills‌:

• Strong communication skills and user empathy to efficiently address feedback and coordinate internal/external resources
• Clear logical thinking and documentation skills to independently develop operational plans and guidelines

Industry Experience‌:

• Experience in Finance services, being a plus
• Basic understanding of AI technologies (e.g., NLP, multilingual translation) for effective collaboration with product and technical teams

Application Instructions:

The application deadline is Not Specified. Therefore, qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Official Website: https://www.palmpay.com