WeSolveCX is a full-service Business Processing Outsource (BPO) providing best-in-class solutions in call center service, consulting, digital marketing, and digital experience to companies in the Americas and the Caribbean. We are headquartered in Georgetown, Guyana, and employ approximately 400 people.
We have vacancies available and are looking for enthusiastic talent to join our team. Do you think you have what we’re looking for? Read on and apply today.
About the Role
This role is pivotal in designing, maintaining, and optimizing chat experiences for our clients, incorporating chatbots, and ensuring seamless interactions. The Chat & Survey Specialist will also be responsible for building and monitoring surveys to gather valuable customer feedback, contributing to the continuous improvement of our client’s services.
Expected Qualifications
- Bachelor’s degree in information technology or any relevant field.
- Proven experience in conversation design; chatbot development, configuration, and management
- Familiarity with Salesforce and Five9 is an asset
- Stay informed about industry best practices and emerging trends to ensure continuous improvement
- Strong analytical skills to translate customer feedback and business requirements into actionable improvements.
- Advocate for the customer by translating feedback into actionable improvements in both chat and survey interactions. Communication and Collaboration:
- Excellent communication and collaboration skills to work effectively with cross-functional teams.
- Collaborate with various departments to align chat solutions with business objectives.
- Detail-oriented with a commitment to delivering high-quality results in a fast-paced
Major Duties
- Creating Chatbot Scripts and Flow Structures–
- Develop chatbot scripts and define flow structures to ensure a seamless, engaging and user-friendly conversational experience.
- Creating Intuitive Chat Interactions–
- Develop intuitive and delightful user experiences through UI and interaction design skills.
- Communicate ideas using flows, mockups, and prototypes for internal teams and end users.
- Maintain a high-quality bar in every aspect of chat design, sweating the details to ensure excellence.
- Defining Chat Experiences–
- Utilize conversational design skills to define early-stage chat products.
- Navigate complexity and identify innovative solutions to address real user problems.
- Prioritize users’ needs and strategic business goals, guiding your team through the process.
- Stay informed about industry best practices and emerging trends to ensure continuous improvement.
- Maintaining and Enhancing Chat–
- Perform UAT and quality checks to ensure chat is running smoothly.
- Work closely with AI/ML experts to integrate advanced technologies into chat interactions.
- Explore technical opportunities to enhance chat functionalities through CRM integrations.
- Utilize data from chat interactions and surveys to derive meaningful insights, informing decision-making and continuous improvement.
- Ensure accuracy and effectiveness through regular quality assurance testing.
- Maintain detailed reports and documentation for future reference and training
- Developing and Optimizing Surveys–
- Design and implement surveys using questionnaires, structured observations, and interviews to collect customer feedback.
- Analyse data using analysis software of customer feedback, identifying trends and areas for improvement.
- Present findings from survey to clients in an effective and timely manner.
- Collaborate with cross-functional teams to optimize chat interactions based on survey data and insights.
- Gathering Business Requirements–
- Collaborate with clients and internal stakeholders to gather business requirements for chat interactions, ensuring alignment with business objectives and customer needs.
- Support regular consultations with clients to understand their evolving needs and expectations, translating gathered requirements into effective chat solutions.
- Perform thorough needs analysis to identify gaps in current chat interactions and propose solutions that enhance the overall customer experience.
Salary Scale
The successful applicant will receive an attractive remuneration & benefits package.
