<p><span style="text-decoration: underline;"><strong>Key responsibilities</strong></span></p><ul><li>Identifying and understanding customer journey for Chatbot implementation, create suitable process flow of use cases.</li><li>Review and analysis chat utterances from customer/bot conversation, design questions based on the analysis result.</li><li>Identify flaw or improvement area of Chatbot by collecting customer feedback and review Q/A.</li><li>Helping to optimize efficient communication with customers based on requirement of different digital channels, ensuring tone of voice, team policies and compliance requirements are met.</li><li>Speak out and negotiating with stakeholders where necessary, to ensure the quality standards or for the sake of customer experience.</li><li>Provide advice and guidance to Conversation Designers on Chatbot content.</li><li>Identify and escalate matters of concern.</li><li>Ensure both internal rules and external regulatory requirements are adhered to.</li></ul><p><br /><span style="text-decoration: underline;"><strong>Requirements</strong></span></p><ul><li>Solid understanding of business knowledge in either Banking or Credit Card.</li><li>Excellent communication skills, able to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.</li><li>Solid documentation writing and editorial methodologies, drive the delivery of written scripts in Traditional Chinese/Simplified Chinese/English language.</li><li>Good understanding of customer experience, strong customer centric vision and good sense of sympathy, able to design Chatbot answers from customer's perspective.</li><li>Good logical thinking skill, able to analysis and spot proper patterns via large amount of raw materials</li><li>Strong excel skill, familiar with advance features.</li><li>Good team work sprit, highly collaboration with team mates.</li><li>Familiar with digital channels such as WeChat, WhatsApp and Mobile x will be a plus.</li></ul><p><span style="text-decoration: underline;"><strong>Apply Today</strong></span> <br />To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.</p><p><em>By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: <a href="https://www.roberthalf.com/hk/en/privacy">https://www.roberthalf.com/hk/en/privacy</a>. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.</em></p><img src="https://counter.adcourier.com/Q2Fyb2wuRmFuLjE3Nzk5LjEwOTE1QHJoaWhrLmFwbGl0cmFrLmNvbQ.gif">