Assistant Specialist
- Industry Other
- Category Customer Service
- Location Kathmandu, Nepal
- Expiry date May 18, 2025 (Expired)
Job Description
Purpose: To manage, maintain, audit, and optimize the company's digital self-service channels (IVR, USSD, Viber, Chatbot) to ensure they are effective, accurate, and user-friendly. The primary objective is to increase customer adoption and usage of these channels, thereby reducing reliance on traditional call center agents and improving operational efficiency.Key Duties And Responsibilities
- IVR System Management:
- Perform regular updates to IVR menus, prompts, and routing logic.
- Conduct routine maintenance checks.
- Execute audits to verify accuracy, functionality, and user experience.
- Identify and troubleshoot issues, coordinating with technical teams as needed.
- Propose and implement enhancements to IVR flows.
- 9005 USSD System Management:
- Update and maintain 9005 USSD menus and content.
- Audit USSD strings for functionality and ease of use.
- Ensure system stability and performance.
- Viber Channel Management:
- Update and manage content disseminated through the Viber channel (e.g., FAQs, informational messages, promotional content).
- Ensure content accuracy and timeliness.
- Chatbot Management:
- Maintain and update Chatbot knowledge base, FAQs, and conversational flows.
- Monitor Chatbot performance, analyzing metrics like resolution rate, user satisfaction, and escalation points.
- Ensure the user journey within the Chatbot is logical, complete, and efficient.
- Identify areas for improvement in bot responses, understanding, and overall utility.
- Coordinate with development teams (if applicable) for technical enhancements.
- Performance Monitoring & Reporting:
- Track key performance indicators (KPIs) for all managed self-service channels (e.g., usage rates, completion rates, error rates, CSAT).
- Analyze data to understand user behavior and identify opportunities for improvement.
- Prepare regular reports on channel performance and contribution to strategic goals.
- Strategic Contribution:
- Actively seek and propose methods to drive traffic to self-service channels.
- Contribute to the overall digital customer service strategy.
- Quality Assurance & Auditing:
- Perform cross-channel audits to ensure consistency and accuracy.
- Validate changes and updates before deployment.
- Collaboration:
- Liaise with relevant departments (IT, Marketing, Call Center Operations, Product) to ensure alignment and successful project execution.
- Technical aptitude and understanding of IVR, USSD, and Chatbot technologies/principles.
- Relevant experience in digital channel management, customer service technology, or a related field.
- Proficiency in content management and updates for digital platforms.
- Ability to manage multiple tasks and projects simultaneously.
This job has been expired
on 2025-05-18
Share:
