Customer Experience Innovator
3 semanas atrás
**About the Role**
The Customer Experience Innovator at Goldenergy is a hands-on, technology-driven professional 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.
**Responsibilities**
Identify and implement appropriate technologies to meet operational and customer needs, with a focus on improving customer experience and operational efficiency i.e. through WhatsApp Business, company CRM and Talkdesk;
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.
**Requirements**
Education and Experience
Bachelor's degree in business, IT, or 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;
Technical Skills
Experience in employing AI models i.e. OpenAI models, for improving customer interactions, predictive analytics, and operational efficiency;
Experience in Microsoft Power Apps for creating custom business applications and automation;
Bonus Points
Demonstrated understanding of SQL queries, and database management, enabling navigation of complex technical environments and optimization of customer service technologies;
Familiarity with Jira.
**What We Offer**
We provide a dynamic work environment with opportunities for growth and development;
A competitive salary range: **€80,000 - €110,000 per year**, depending on experience and qualifications;
Health and Life insurance;
Birthday day off;
Team Building events outside of the box;
Snacks in the office every Friday;
24-hour psychological support line;
Discounted gym memberships;
You'll be working in a Great Place to Work and Best Workplace;
Location: Vila Real & Porto;
Work type: 100% in the office.
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