Zulu speaking Specialist Chatbot Author

SUMMARY:
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POSITION INFO:

Role purpose:

To document, scope, implement, maintain and monitor the company''s customer service Chatbot.

Key accountabilities and decision ownership:

Chatbot technologies

• Familiar with Chatbot technologies and architecture
• Translate business requirements into actionable technical specifications and ability to train Bot on utterances, intents and entities

Business Analysis

• Do root cause analysis on top customer impacting issues
• Familiarise yourself with Telecoms processes and technologies in a cross-functional matrix organisation

Troubleshooting

• Analyse, fix and test bugs in Chatbot environment

Testing and optimisation

• End to end testing of Chatbot journeys
• Customer feedback and optimisation

Reporting

• Feedback to key stakeholders on the performance of Chatbot interactions

Core competencies, knowledge and experience:

• Zulu first language speaker or 100% fluent in writing and speaking
• Understanding of call centre processes and technologies
• Natural Language Processing (NLP) Programming
• Customer centric
• Analytical thinking
• Excellent verbal and written communication skills

Must have technical / professional qualifications:

Matric is essential

3 year degree/diploma is essential (pref B.Com)

Relevant job-related experience

OR

Matric is essential

Job specific certification / short diploma''s / short courses

Relevant job-related experience