The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

We are looking for a Chatbot Business Analyst to join our e-commerce customer service team. As a Chatbot Business Analyst , you will be responsible for shaping the evolution of our AI-powered Chatbot by crafting advanced chatbot scripts, refine response protocols, and delve into performance metrics to pinpoint improvement opportunities. You will work closely with internal Shopee teams to establish a cohesive approach to address user problems and spearhead innovative initiatives that push the boundaries of customer experience.

Job Description:

Develop training materials and programs for the chatbot, including chatbot scripts, response guidelines, and data analysis tools.
Train the chatbot to understand and respond to customer inquiries and complaints, using machine learning techniques and natural language processing.
Analyze chatbot performance data and customer feedback to identify areas for improvement and make necessary updates to the chatbot's training.
Collaborate with developers and engineers to ensure chabot’s functionality meets user expectations.
Stay up-to-date with the latest AI and chatbot technologies and trends, and apply them to enhance the chatbot's capabilities.
Requirements:

Candidates with 1-2 years’ experience in project management roles, where experience in e-commerce customer operations or Chatbot training is a plus
Fresh graduates with relevant backgrounds in Computer Science, Data Science and AI relevant disciplines will also be considered.
Strong analytical and problem-solving skills, with the ability to analyze large amounts of data to identify trends and make informed decisions.
Excellent communication skills (written and verbal) in both English and BM.
Strong interpersonal skills, with the ability to work collaboratively with cross-functional teams.
Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.