Chatbot Management (Shopee)

Shopee (thailand) Company Limited (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support. Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies. Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.

About this position

The position involves managing and improving the Customer Service Chatbot at Shopee, ensuring accurate responses and alignment with company standards.

Responsibilities

• Perform daily tagging of Customer Service Chatbot responses, ensure Chatbot replies are logically accurate, and provide right Chatbot solutions to user queries.
• Identify improvement initiative to refine chatbot AI model and align with Shopee SOPs and Help Center content.
• Performing work efficiently and in accordance with the performance indicators set by the company.
• Collaborating on tasks within the team to achieve the overall company's maximum objectives.

Requirements

• Bachelor’s degree in related field.
• Business knowledge: 1-2 years of customer service experience or data annotation and understanding of Chatbot AI.
• Data analysis skills: Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly.
• Strong empathy and focus on customer experience.
• Strong communication and collaboration skills.
• Familiarity with Excel or Google Sheets, including basic formulas.