Customer Contact Automation Specialist (FAQs / Chatbot)

Job Description

ABOUT THE TEAM Customer Contact Automation Team mission is to help the customers resolve their queries via channels, other than live support (FAQs & chatbots). We hire people who know how to act fast, look for root causes and solve problems – not follow scripts. We dedicate a lot of time for personal and professional growth and as a result, you can advance in your career. ABOUT THE ROLE - Customer Contact Automation Specialist is a person who: - Has extensive product knowledge product and knows internal processes inside out - Can anticipate potential questions coming from our users by just looking at product description & user journey in the app - Has the ability of connecting the dots - knows how new product & feature impacts existing functionalities and processesIs relentless in getting to the core of the issue and in getting answers to the questions - Knows how to effectively communicate with different departments - Enjoys analysing the data and coming up with accurate feedback based on it

WHAT YOU'LL BE DOING

• You will have the ownership of FAQs and chatbot topics, belonging to certain product verticals as a part of a high scale product vertical framework, aimed at improving user experience and solving issues.
• Maintenance of Help Center FAQs (applying changes, content proofreading, FAQ service desk, user feedback analysis), making sure they are properly set up for product launches
• Optimising chatbot intents + responses, for users to have the best usage of those tools: review of responses, training, improving intent recognition, chat analysis, fixing issues
• Performing chat and data analysis (FAQ usage + chatbot metrics: ratings, volume, success rate)
• Writing documentation - setting up FAQ and chatbot improvement processes
• Running other initiatives to ensure that our FAQs and chatbots are up-to-date
• Collaborating with product and CX teams

WHAT YOU'LL NEED

• Background in fintech industry
• At least 1 year of experience in customer service or copywriting
• Experience of working with chatbots and managing FAQs content
• Flawless English, proofreading, writing skills, attention to detail
• Stakeholder management, communication skills
• Ability to explain complex issues in an easy and understandable wayAnalytical thinking: research, problem-solvingData and metrics interpreting ability

NICE TO HAVE

• Language / Communications degree
• Certificates / experience in data analysis

A little about us... When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2021 with 15 million Personal customers and over half a million Business customers only reinforced our belief in the vast need across the world for better financial services. What we’re looking for... Revolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our five core values: we believe that we Get it Done because we Think Deeper and are strongly rooted in the Dream Team. We Never Settle hence why we always Deliver Wow. You want to join a community forward thinking people - we are here for you. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine. THE BENEFITS • Competitive salary • Excellent training and guidance from our team. • Roll with a free Revolut Metal subscription • Life insurance • Private medical care • Multisport card • Stay refreshed: get juice, tea, coffee and soft drinks on tap By applying for the above role, you confirm that you have reviewed our Data Privacy Notice for Candidates . Apply for this job