Product Operations (Chatbot and Content) Associate

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

Summary

You will be a part of the Customer Care Product Operations (Chatbot and Content) team, where our mission is to continuously pursue the optimum flow, structure, and content of Traveloka chatbot, Help Center, IVR (Interactive Voice Response), and proactive communication for our customers and partners. Your role as the Product Operations (Chatbot and Content) Associate is pivotal in bringing our customer service to new heights by leveraging cutting-edge technologies.

Responsibilities

• Develop a deep understanding of the business, customer, and partner needs in terms of the flow, structure, and content of the Traveloka chatbot, Help Center, IVR (Interactive Voice Response), and proactive communication through close collaboration with, but not limited to, the Operations, Customer Care Product, business Product, and Marketing team.

• Create, update, and test our product contents harnessing the full potential of our tools.

• Leverage conversational design thinking in creating and updating our chatbot flow, structure, and content, collaborating with our Interaction Designers, Copywriters, and Product Managers.

• Monitor and analyze product content-related data to make data-driven decisions. Work together with our Data team to enable the necessary data dashboards to obtain the complete and accurate customer and partner experience.

• Experiment different flows, structures, and contents to find the most optimum ones.

• Create the product content strategy and ensure the coherence of our end-to-end product contents for the assigned products and countries.

• Scope and prioritize product content enablement tasks based on the business need of the assigned products and countries.

• Lead product content issue investigation and fixing.

• Propose new tool capabilities to the Customer Care Product team to unlock better ways of presenting our product contents to our customers and partners.

• Communicate effectively on the product content plan, execution progress, and performance result to the related Operations, Customer Care Product, business Product, and Marketing stakeholders.

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Requirements

• Minimum bachelor's degree of any major discipline. STEM, Business Management, or Interaction Design is a plus.

• Minimum 4 - 5 years of experience in Contact Center Operations, Service Assurance & Quality Monitoring, Training & Development, Copywriting, or 2 - 3 years of experience in Interaction Design or Product Management. Experience in chatbot or Help Center is a plus.

• Strong customer empathy.

• Strong appetite to learn and work in a fast-paced environment.

• Adaptive to changes.

• Strong analytical and problem-solving skill with good attention to detail.

• Good project management skill with the ability to manage multiple initiatives simultaneously and deliver results within deadlines.

• Excellent communication skill verbally and in writing. Able to share one's thinking in a structured manner.

• Proficient in both Bahasa and English.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!