Customer Support Representative

Bangalore | 3-4 years

Job Description:

  • Implement and maintain AI-powered chatbot systems for customer support.
  • Develop conversational AI models to understand and respond to customer inquiries.
  • Train chatbots to provide accurate and helpful responses to customer queries.
  • Collaborate with the development team to continuously improve the chatbot system’s performance and capabilities.
  • Analyze customer interactions with the chatbot system to identify areas for improvement and optimization.
  • Monitor chatbot performance, proactively identifying and resolving any issues or disruptions.
  • Collaborate with customer support agents to provide seamless handover from chatbots to human support, when necessary.
  • Stay up-to-date with the latest advancements and trends in AI and conversational AI technologies.
  • Train and support customer service agents in utilizing chatbots effectively, ensuring a seamless integration of human and AI support.
  • Gather feedback from customers and agents to improve the chatbot system and enhance the overall customer experience.

Desired Profile:

Required Skills

  • Previous experience in implementing and maintaining chatbot systems for customer service.
  • Strong knowledge of conversational AI technologies, and machine learning.
  • Proficiency in programming languages and frameworks used for chatbot development, such as Python and TensorFlow.
  • Familiarity with chatbot platforms and frameworks, such as Microsoft Bot Framework, Google Dialog flow, Intercom, etc.
  • Analytical and problem-solving skills to continuously improve and optimize the chatbot system.
  • Excellent communication and interpersonal skills to effectively collaborate with cross functional teams and gather feedback from customers and agents.
  • Proven ability to work independently and manage multiple tasks and projects simultaneously.
  • Strong attention to detail and commitment to delivering a high-quality customer experience.
  • Familiarity with customer service concepts and processes is a must.

Experience: 3-4 years of experience in customer service field

Industry Type: Pharmaceutical

Education: Bachelor’s degree in computer science, engineering, or a related field

Location: Bangalore