Specialist: Chatbot

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Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers. From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people. Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent. Vodafone is the majority shareholder of Vodacom and has a 65% share.

Were at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. Were immensely proud to be a leader in our field and are 100% committed to continue trailblazing.

We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customers eyes and take personal accountability for the customer experience.

We have the below vacancy available in our Organisation:

The H Band Specialist: Chatbot role is based within Commercial Operations Business Unit

The role of the Specialist: Chatbot is to document, scope, implement, maintain and monitor Vodacoms Chatbot TOBi.

Key accountabilities and decision ownership:

Chatbot technologies

  • Familiar with Chatbot technologies and architecture
  • Translate business requirements into actionable technical specifications and ability to train Bot on utterances, intents and entities.

Business Analysis

  • Do root cause analysis on top customer impacting issues
  • Familiarise yourself with Telecoms processes and technologies in a cross-functional matrix organisation
  • Compliance and security

Conversational flow

  • Ability to interpret customer queries into easy to understand dialogues with customers

Testing and optimisation

  • End to end testing of Chatbot journeys
  • Customer feedback and optimisation

Reporting

  • Feedback to key stakeholders on the performance of Chatbot interactions

Core competencies, knowledge and experience:

Experience:

  • Understanding of call centre processes and technologies
  • Natural Language Processing (NLP) Programming
  • Customer centric
  • Analytical thinking
  • Excellent verbal and written communication skills

Key performance indicators:

  • Number of calls deflected
  • Containment rate %
  • Net Promotor Score (NPS)

The base location for this role is Midrand, Commercial Park

The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion and is committed to support LGBT+ people at work.

If you do not hear from us within 30 days please deem your application to be unsuccessful.

Apply here!

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