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Customer Service Solution Analyst

Posted 3 days agoViewed

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💎 Seniority level: Junior, Minimum 1 year overall experience and at least 6 months in Customer Service

📍 Location: Lima, PE

🔍 Industry: Travel and Visa Services

🏢 Company: iVisa👥 101-250Travel AgencyInformation ServicesInformation Technology

🗣️ Languages: English

⏳ Experience: Minimum 1 year overall experience and at least 6 months in Customer Service

Requirements:
  • Bachelor's degree in Business or a related field.
  • At least 6 months of experience in Customer Service with a proven track record as a top performer.
  • 1 year of overall experience.
  • Experience in QA, Processes, and/or Projects for Customer Service is desirable.
  • Exceptional attention to detail.
  • Strong logical and analytical skills.
  • Ability to distinguish between average and exceptional customer experiences.
  • Excellent English communication skills, both oral and written.
  • Proven ability to self-manage and organize tasks.
  • Passion for technology, automation, AI and innovation.
  • Willingness to grow and learn within iVisa.
Responsibilities:
  • Take ownership of improving the AI Chatbot by conducting daily quality samples and identifying opportunities for improvement.
  • Conduct daily quality sampling of cases resolved by the AI Chatbot.
  • Identify opportunities to improve AI Chatbot metrics (QA, CSAT, AHT) while enhancing user experience.
  • Manage customer service platform (Intercom) and its logic, rules, and workflows to optimize team performance.
  • Identify opportunities for process improvement and automation, ensuring excellent customer experience.
  • Analyze the impact of process improvements and automation initiatives.
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