Senior Customer Experience Innovation Specialist
Há 1 mês
The Senior Customer Experience Innovation Specialist at Phiture is a hands-on, technology-driven innovator dedicated to elevating customer experiences through the implementation, testing, and validation of advanced technical solutions. This role involves leveraging LiveChat, WhatsApp Business, chatbot automation, and utilizing strong expertise in API design, programming, Microsoft Power Apps, and implementing AI models to enhance customer service processes in our B2C points of delivery for power and gas.
Key Responsibilities:- Identify appropriate technologies to meet operational and customer needs, with a focus on improving customer experience and operational efficiency.
- Design, implement, and test new processes or technology solutions that address identified needs, ensuring these solutions are scalable, cost-effective, and have a tangible impact on improving customer service.
- Lead and coordinate multidisciplinary teams with various profiles, from IT to customer service, to implement solutions.
- Utilize advanced automation tools: implement automation solutions to significantly reduce manual efforts, ensuring high accuracy and swift responsiveness in customer service operations.
- Manage projects using agile methodologies from inception to completion, ensuring that solutions are delivered on time, within scope, and meet quality standards.
We're looking for a highly skilled and experienced professional with a strong background in technical innovation, API design, and AI model implementation. The ideal candidate will have:
- A Bachelor's degree in business, IT, or a related field.
- At least 4-6 years of hands-on experience in technical roles related to customer service innovation, such as API design, integration, and implementation of complex technical solutions.
- Experience in employing AI models, OpenAI models, for improving customer interactions, predictive analytics, and operational efficiency.
- Experience in Microsoft Power Apps for creating custom business applications and automation.
- Consultancy background, complemented by deep business knowledge.
As a Senior Customer Experience Innovation Specialist at Phiture, you'll have the opportunity to work with a dynamic team, develop your skills, and contribute to the company's success. We offer a range of benefits, including health and life insurance, birthday day off, team-building events, and discounts on gym memberships.
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