Chatbot (Open to Fresh Graduates) - Operations, SG Marketplace

What you'll do

• Gain a deep understanding of Shopee’s chatbot functionalities.
• Develop and manage end-to-end models and tools; liaise with different functions to identify top contact drivers and reduce contacts to live agents by leveraging available chatbot tools.
• Propose enhancements to improve the chatbot’s capabilities.
• Act as a communication bridge between regional and local teams to address upcoming modifications and new features of Shopee’s chatbot.
• Actively benchmark competitors and suggest new technologies or models to
• enhance user experience and/or operational efficiency.
• Conduct data analysis: Interpret data provided by the regional team and apply a critical mindset to recommend changes based on unmet OKRs.
• Accurately scope and perform user acceptance testing (UAT) for all upcoming product features to ensure seamless deployment.
• Maintain high levels of communication with BPO partners to continuously gather feedback on improving the chatbot and related systems.
• Identify critical issues through precise and targeted data analysis of ongoing projects.

Requirements

• Bachelor’s degree required.
• Minimum 2 years of experience in product testing, product management, data analysis, UAT, or in a similar data-driven environment.
• Prior experience in e-commerce environments.
• Intermediate to advanced proficiency in Excel, spreadsheets, and Google tools (preferred).
• Advanced English with strong communication and analytical skills.
• Highly structured and organized thinking.
• Proven ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment.