Chatbot Product Operations & Customer Care Specialist

Alibaba Group; Karachi Division; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

Alibaba Group in Karachi is seeking a proactive chatbot analyst to manage the knowledge base and support AI product improvements. You will analyze user interactions, track metrics, and help refine responses to ensure quick, accurate resolutions.

You will collaborate with product and tech teams, participate in model training, and apply data analysis techniques to boost coverage and customer satisfaction for our e-commerce AI features.

Qualifications

• Bachelor degree in IT, CS, or related field.
• 1-2+ years in customer service for e-commerce or AI products.
• Knowledge of SQL/Python and Excel for data analysis.
• Ability to test features and report bugs.
• Strong written and verbal communication skills.
• Ability to work independently and manage deadlines.
• Knowledge of chatbot industry standards preferred.

Responsibilities

• Manage and maintain the chatbot knowledge base to resolve user concerns quickly.
• Participate in chatbot model training to improve accuracy.
• Collaborate with product and tech teams to implement new features and conduct UAT.
• Analyze customer interactions and chatbot logs to improve coverage and satisfaction.
• Combine business knowledge with user scenarios to provide optimal resolutions.

Skills

Data analysis

Independent work

Time management

Organization

Problem solving

Documentation & reporting

Education

Bachelor's degree in IT or Computer Science

Tools

SQL

Python

Excel

Job description

Alibaba Group in Karachi is seeking a proactive chatbot analyst to manage the knowledge base and support AI product improvements. You will analyze user interactions, track metrics, and help refine responses to ensure quick, accurate resolutions.

You will collaborate with product and tech teams, participate in model training, and apply data analysis techniques to boost coverage and customer satisfaction for our e-commerce AI features.