وظائف شاغرة لدى شركة زين الكويت في الكويت
Customer Care Operations
He/She is responsible for handling the creation of new functions as well as monitoring and enhancing ZBOT features in order to meet the business requirement.
The Roles And Responsibilities
- The responsibility to handle the creation of new flows for features, functions and technical aspects for zBot.
- Continuously benchmark zBot features and functions for performance and intelligence enhancements.
- Create and continually reviewing/maintaining successful customer journeys for smoother and effective zBot workflows by mitigating fallbacks that lead customers to non-digital channels.
- Perform daily health checks for zBot.
- Review customer evaluation and user feedbacks, CSAT KPIs, ratings and suggestions, and use this information to enhance zBot functions and workflows.
- Supervise new feature and function implementations, work closely and follow up with the technical team regarding pipeline features and testing to ensure that they are aligned with the planned timeline.
- Work on increasing customer adaptation to zBot as a digital channel.
- Tutorial video creation.
- Weekly, monthly, quarterly and annual reports highlight zBot stats, performance and trends (i.e., zBot handling rate, customer engagement, completion rate…etc.).
- Analyze customer’s entries and use them to increase zBot Intelligence.
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