Manager, Regional Business Analyst for Customer Care AI Products-Singapore

Singapore, Singapore
Competitive salary
23 Nov 2020
25 Nov 2020
Job role
Business analyst, CFO
Experience level

Customer Service



Department: Customer Service

Location: Singapore

Job Description

Lazada Chatbots leverage on the technology capabilities of the Alibaba Group's Intelligent Services Platform, with a strong focus on enhancing customer experience using AI. Using AI technologies, our chatbots alleviates huge volume of service demands from our consumers.

The platform is widely used in the Alibaba ecosystem across different business units, including Taobao, TMall, as well as other logistics and travel lines of business. With a SAAS model and smart application of the Alime Beebot applications, these AI products have become a core strategy in meeting growing demands in service and automation.

Reporting to the Customer Care Program manager, The AI Trainer's job is to improve AI products' customer experience.

You will be responsible for :

• Applying data analysis techniques to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction of AI products

• Combine business knowledge and customer use cases to provide the best possible resolution fitting customer needs

• Participate in algorithm model building and optimizing customer experience, monitoring key indicators and evaluation metrics to maintain the chatbots

• Collaborating closely with the R&D team, particularly algorithms engineers and product managers, to improve user interaction of AI products

• Connecting technology, products, operations and other teams to drive for business changes

• AI trainer leaders may have additional responsibilities of managing, training and mentoring AI trainers

• Improve key indicators and coverage of the AI products

• Improve customer satisfaction of AI products

• Ensure high quality data annotation and knowledge

Job Requirements

A Bachelor's degree

• Professionals who have the knowledge in customer service in E-commerce, business processes, project management and data analysis

• Strong business knowledge: 2+ years of customer service experience in e-commerce / retail operations

• Data analysis skills: Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly

• Problem solving skills: Ability to review service strategy and formulate solutions for proactive service strategy.

• Strong empathy and focus on customer experience and satisfaction

• Good communication and collaboration skills.

• Prior customer service experience in E-commerce or Retail operations for more than 2 years, with a strong understanding of how to operate in a seller environment will be preferred

• Prior experience in data analysis and project management

• Strong interest and belief in AI technology

• Basic SQL skills preferred

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