Job Description

 A. Position Overview 

As a Chatbot Agent, you will be the primary point of contact for the customers, ensuring they receive exceptional service and support. Your role will involve responding to customer inquiries across multiple channels, resolving issues and providing accurate information, all while maintaining a positive and professional demeanour. 

B. Key Responsibilities

 1. Data Tagging and Annotation:

 Perform daily tagging and data annotation tasks to improve the chatbot’s understanding and response accuracy. 

 Ensure that all data istagged correctly according to the provided guidelines and rules. 

2. Analytical Skills Utilization:

 Utilize analytical skillsto identify the main inquiries and issues in the data. 

 Analyze user interactionsto determine common patterns and areasfor improvement. 

3. Rule Adherence and Alignment:

 Follow established rules and align tagging to the correct answers to ensure the chatbot can provide solutions to users effectively. 

 Ensure the chatbot can resolve user queries without deflecting to human assistance whenever possible. 

4. Feedback and Improvement:

 Provide feedback on the platform and suggest improvementsto enhance chatbot performance. 

 Collaborate with the development team to implement changes and test new features 

Job Requirements

Qualifications

• Educational Background: Possess at least Diploma and above, in any field. SPM graduates are also welcome to apply. 
• Experience: Minimum 6 months of experience in call centre customer service is highly preferred. However, candidates without relevant experience and but with strong willingness to learn are also encouraged to apply. 
• Skills:
• Excellent Communication: Proficient in verbal and written communication in English and Malay; proficiency in Chinese is a plus. 
• Strong Problem-Solving: Ability to effectively address and resolve customer issues. 
• Calm Under Pressure: Maintains professionalism and composure in challenging situations. 
• Detail-Oriented: Meticulous with attention to detail and a commitment to continuous learning. 

Skills