Customer Service Bot Knowledge Base Operations Specialist at PalmPay

Job Summary:

• PalmPay is looking for a highly detail-oriented and tech savvy Knowledge Base Operations Specialist to support the efficiency of our Customer Service Bot.
• This role is pivotal in ensuring the chatbot delivers accurate, timely, and user-friendly responses to customers across multiple platforms.
• You will manage the creation, curation, optimization, and performance monitoring of content that powers our automated customer service experience.

Job Responsibilities

‌Knowledge Base Maintenance & Optimization‌

• Maintain knowledge base, handle consultation responses and issue resolutions, and regularly update knowledge base content to align with the latest business scenarios;

‌Data Analysis & Strategy Adjustment‌

• Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency;
• Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations.

‌Cross-Department Collaboration & Demand Implementation‌

• Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery;
• Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making.

Job Requirements

‌Core Skills‌

• Familiarity with customer service bot product logic; 1-3 years’ experience in call center or intelligent customer service system operations preferred;
• Proficiency in data analysis tools (e.g., Excel, BI) to extract insights and propose actionable improvements.

‌Soft Skills‌

• Strong communication skills and user empathy to efficiently address feedback and coordinate internal/external resources;
• Clear logical thinking and documentation skills to independently develop operational plans and guidelines.

Industry Experience‌

• Experience in Finance services, being a plus;
• Basic understanding of AI technologies (e.g., NLP, multilingual translation) for effective collaboration