Customer Service Systems Analyst – AI & Self‑Service

Sigma Healthcare Limited; City of Melbourne; Ibrido; AUD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible work from home 1 day per week

Shuttle service to Preston office

Paid parental leave

Annual salary reviews

Descrizione del lavoro

Sigma Healthcare Limited is seeking a Customer Service Systems Analyst to optimise and enhance customer service systems, including chatbot, AI and self-service platforms. You will partner with Customer Service and other stakeholders to ensure reliable systems aligned with business needs, and you will analyse performance to drive automation and better customer journeys.

The role focuses on improving efficiency, reducing contact demand and delivering better customer experiences through data-driven

Competenze

• Experience with customer experience systems, CRM platforms or contact centre technologies.
• Ability to interpret data and translate insights into practical system improvements.
• Strong communication and stakeholder engagement skills in a changing technology environment.

Mansioni

• Maintain customer service systems, knowledge bases, chatbot conversations and automation processes.
• Monitor system performance, troubleshoot issues and coordinate testing, releases and enhancements.
• Identify and implement continuous improvement across digital customer journeys, data quality and self-service capabilities.

Conoscenze

Customer experience systems

CRM platforms

Chatbot / AI / automation

Analytical thinking

Stakeholder engagement

Communication skills

Problem-solving

Strumenti

Chatbot platforms

Automation tools

Data analysis tools

Descrizione del lavoro

Sigma Healthcare Limited is seeking a Customer Service Systems Analyst to optimise and enhance customer service systems, including chatbot, AI and self-service platforms. You will partner with Customer Service and other stakeholders to ensure reliable systems aligned with business needs, and you will analyse performance to drive automation and better customer journeys.

The role focuses on improving efficiency, reducing contact demand and delivering better customer experiences through data-driven