Product Operations

Product Operations (Chatbot and Content) Senior Analyst page is loaded

Product Operations (Chatbot and Content) Senior Analyst

Apply locations Indonesia - Jakarta, Green Office Park 1 time type Full time posted on Posted 30+ Days Ago job requisition id R0004290

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

Summary You will be a part of the Product Operations (Chatbot and Content) team, where our mission is to continuously pursue the optimum flow, structure, and content of Traveloka chatbot, Help Center, IVR (Interactive Voice Response), and proactive communication for our customers and partners. Your role as the Product Operations (Chatbot and Content) Senior Analyst is pivotal in bringing our customer service to new heights by leveraging cutting-edge technologies. Responsibilities Develop a deep understanding of the business, customer, and partner needs in terms of the flow, structure, and content of the Traveloka chatbot, Help Center, IVR (Interactive Voice Response), and proactive communication through close collaboration with, but not limited to, the Operations, Customer Care Product, business Product, and Marketing team. Create, update, and test our product contents harnessing the full potential of our tools. Leverage conversational design thinking in creating and updating our chatbot flow, structure, and content, collaborating with our Interaction Designers, Copywriters, and Product Managers. Monitor and analyze product content-related data to make data-driven decisions. Work together with our Data team to enable the necessary data dashboards to obtain the complete and accurate customer and partner experience. Experiment different flows, structures, and contents to find the most optimum ones. Create the product content strategy and ensure the coherence of our end-to-end product contents for the assigned products and countries. Scope and prioritize product content enablement tasks based on the business need of the assigned products and countries. Lead product content issue investigation and fixing. Propose new tool capabilities to the Customer Care Product team to unlock better ways of presenting our product contents to our customers and partners. Communicate effectively on the product content plan, execution progress, and performance result to the related Operations, Customer Care Product, business Product, and Marketing stakeholders.

Requirements

Minimum bachelor's degree of any major discipline. STEM, Business Management, or Interaction Design is a plus. Minimum 3 - 4 years of experience in Contact Center Operations, Service Assurance & Quality Monitoring, Training & Development, Copywriting, or 1 - 2 years of experience in Interaction Design or Product Management. Experience in chatbot or Help Center is a plus. Strong customer empathy. Strong appetite to learn and work in a fast-paced environment. Adaptive to changes. Strong analytical and problem-solving skill with good attention to detail. Good project management skill with the ability to manage multiple initiatives simultaneously and deliver results within deadlines. Excellent communication skill verbally and in writing. Able to share one's thinking in a structured manner. Proficient in both Bahasa and English.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’. With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way. Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.