Product Operations Associate-Customer Care

Daraz; Karachi Division; On-site; PKR 600,000 - 1,200,000; Full time

Job summary

Daraz is seeking a proactive Chatbot Analyst in Karachi to manage the knowledge base, assist in model training, and collaborate with product and tech teams to roll out new features. You will analyze customer interactions and chatbot data logs to improve coverage and satisfaction, applying business knowledge to craft optimal resolutions with current technologies.

The role requires a Bachelor’s degree in IT or CS and 1–2+ years in e-commerce/AI customer service, with strong data analysis and

Qualifications

• Bachelor's degree in IT, CS, or equivalent.
• 1-2+ years of customer service in e-commerce/AI products.
• Knowledge of SQL/Python and Excel for data analysis.
• Ability to research and solve issues quickly.
• Clear content writing and reporting skills.
• Ability to work independently and manage deadlines.
• Organized and able to handle multiple priorities.
• Familiarity with chatbot industry standards is a plus.

Responsibilities

• Manage and maintain the chatbot knowledge base to provide quick resolutions.
• 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 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.

Skills

Data analysis

SQL

Python

Bug fixing

Documentation

Independent work

Time management

Education

Bachelor's degree in IT or CS

Tools

Python

SQL

Excel

Job description

• 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.

• 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
• Ability to work well under pressure and maintain composure during stressful situations; ability to handle shifting and multiple priorities
• Should be organized, eager to learn new things and dedicated to their work.
• Knowledge in the chatbot industry standards, usability, trends in design and experience optimization would be a plus.