Customer Service Chatbot Conversation Designer

Customer Service Chatbot Conversation Designer

Discipline Customer Service Location Venlo (NL) Hours a week 40As our Chatbot Conversation Designer

Your mission is to optimize and adapt our chatbot’s directive dialogue flows to vidaXL specific needs and guide its further implementation. The Chatbot Conversation Designer will manage the transfer of skills from human to machine to ensure the bot reflects real agent’ know-how and vidaXL values and tone of voice.

You understand the needs of our customers and the possibilities that Chat, and IT has to offer. You are successful because you use your analytical skills and innovativeness to come up with solid improvements.

In addition to writing chat content and scripts, you constantly work on improving the chat conversations and scenarios. You get inspiration from reports and surveys, but also from your own experience, testing and collaborating with your multilingual team, Customer Service Business Support.

What you will do

• Document and maintain all chatbot conversational flows in a logical manner;
• Creation and structuring of scenarios, fallbacks and error essages within the chat flows;
• Analyze and update chatbot content to improve customer satisfaction and deflection rates;
• Maintain technical chatbot flows in the system (Genesys);
• Create Agile approved tickets and user stories for improvements and new features;
• Evaluate chat conversations and data to help identify key areas of opportunity for improvement;
• Focus on increasing chatbot and chat channel engagement;
• Track feedback on performance and plan future developments.

Must haves

• Adaptability, ownership, customer orientation and energy to match the vidaXL DNA;
• You are tech-savvy, creative and result oriented;
• You have a positive attitude and a good sense of humor;
• You have affinity with Customer Service, Ecommerce, communication and writing;
• Experience with digital communication platforms such as virtual assistants, emails, live chat or content flows, script writing is a plus;
• You can work in a fast-paced international environment with an understanding of different cultures;
• Bachelor’s degree in ICT, Digital Innovation, Communication or related field;
• Your English is fluent, written and spoken. Dutch is a plus.

We are looking forward to receive your application! Send your motivation and resume to [email protected] Please don’t hesitate to contact our recruiter: .