Daraz PK-Product Operations Associate-Customer Care

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

Position Requirement

• Manage and maintain the chatbot knowledge base in order to provide quick resolution to the users regarding their concerns.
• Participate in chatbot model training to improve the model accuracy and chatbot answer matching.
• Collaborate with the product and tech teams to implement new features in chatbot and conduct user acceptance testing for the newly launched features.
• Applying data analysis techniques to analyze customer interactions and chatbot data logs to improve the coverage, resolution rate and customer satisfaction of AI products.
• Combine business knowledge and customer use cases to provide the best possible resolution fitting user needs with application of existing technologies.

Job Requirements

• Educational Background: Bachelor Degree in IT, computer science, or equivalent work experience. Professionals who have the knowledge in customer service in E-commerce, business processes, project management and data analysis are encouraged to apply.
• Business knowledge: Should have 1-2+ years of customer service experience in e-commerce / retail operations and AI Products/ Chatbot.
• Data analysis skills: Should have ability of logical thinking and understanding of ways to discover key issues quickly and solutions even quicker. Knowledge of basic programming languages such as SQL/Python is preferred, along with skills with Excel for data analysis.
• Problem solving: Should have an ability to work on solving issues/bugs that come during the operation of chatbot. Should be able to effectively test new features and identify bugs and report them.
• Documentation and Reporting skills: Should be able to present their ideas clearly and concisely through good content writing/conversational skills.
• Other skills: Ability to work independently and proactively manage schedule and workload to meet and set deadlines
• Other skills: Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities
• Other skills: Should be organized, eager to learn new things and dedicated to their work.
• Other skills: Knowledge in the chatbot industry standards, usability, trends in design and experience optimization would be a plus.