We are building an ecosystem to provide millions of customers with the best choice and value in digital and financial services. We are creating new and unique experiences for our customers and can offer scale to our partners to reach new audiences.
Job Summary:
- PalmPay is looking for a highly detail-oriented and tech savvy Knowledge Base Operations Specialist to support the efficiency of our Customer Service Bot.
- This role is pivotal in ensuring the chatbot delivers accurate, timely, and user-friendly responses to customers across multiple platforms.
- You will manage the creation, curation, optimization, and performance monitoring of content that powers our automated customer service experience.
Job Responsibilities
Knowledge Base Maintenance & Optimization
- Maintain knowledge base, handle consultation responses and issue resolutions, and regularly update knowledge base content to align with the latest business scenarios;
Data Analysis & Strategy Adjustment
- Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency;
- Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations.
Cross-Department Collaboration & Demand Implementation
- Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery;
- Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making.
Job Requirements
Core Skills
- Familiarity with customer service bot product logic; 1-3 years’ experience in call center or intelligent customer service system operations preferred;
- Proficiency in data analysis tools (e.g., Excel, BI) to extract insights and propose actionable improvements.
Soft Skills
- Strong communication skills and user empathy to efficiently address feedback and coordinate internal/external resources;
- Clear logical thinking and documentation skills to independently develop operational plans and guidelines.
Industry Experience
- Experience in Finance services, being a plus;
- Basic understanding of AI technologies (e.g., NLP, multilingual translation) for effective collaboration
Method of Application
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