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AI Customer Service Operations Specialist
Full-time
Job Summary
This role is responsible for monitoring and optimizing the daily performance of our in-house AI Customer Service Agent. You will maintain and update the Knowledge Base (KB) and adjust AI skill configurations to improve reply accuracy, content timeliness, and customer satisfaction. Additionally, you will handle user issues that the AI cannot resolve to ensure a seamless service experience.
Key Responsibilities
Data Monitoring & Problem Analysis
Monitor daily AI customer service metrics, including accuracy rate, response quality, and Customer Satisfaction (CSAT).
Review incorrect or unresolvable AI cases to identify whether issues stem from missing/outdated knowledge base content or required skill configuration adjustments.
Knowledge Base Maintenance & Skill Configuration
Update and supplement the Knowledge Base based on product releases, operational rule changes, and user feedback to ensure content accuracy and timeliness.
Adjust AI skill configurations as needed to improve response quality. Communicate and coordinate with Product, Operations, and Compliance teams when cross-departmental information verification is required.
User Issue Escalation Handling
Follow up on user issues that the AI customer service cannot resolve until fully settled, preventing customer issues from being left unresolved.
Collect and organize common difficult issues encountered during manual handling, and update them into the Knowledge Base or AI rules.
Requirements
Industry Knowledge: Interest in the Fintech industry with personal trading experience, understanding basic trading processes.
Relevant Experience: Experience in customer service operations or knowledge base management is preferred. Familiarity with daily AI tools and experience in AI skill configuration/writing is a plus.
Logic & Communication: Clear thinking and expression, with the ability to identify root causes based on specific cases.
Work Attitude: Detail-oriented, responsible, willing to learn, and able to keep up with updates in product and operational rules.
