Job Description

As we double down on the Digital front across Product lines, Customer Engagement, Channels, IT, we continue to place great emphasis on extracting value from Connectivity whilst enriching Customer Experience for our Digital brand giga!
We have an exciting opportunity for a contract Digital Care manager. As an experience manager, you will have the skills to influence, imparting your knowledge and skills in a constructive, collaborative, and empowering manner to ensure the Customer Support functions of giga! are well run.

As the Digital Care Manager, you would be responsible to:
Ensure NPS KPIs are met consistently. 
Ensure chatbot performance and SLA meets KPIs set. 
Ensure gigacare agents perform according to requirements. 
Work with internal IT and external partners to trouble shoot customer complaints and issues. 
Ensure team morale and well-being of giga care agents are in line with giga culture. 
Identify self-help opportunities for customers and works on a planned approach to delivery this
Identify opportunities to automate manual or operational processes. 
Work with Vendor to train ai bot , create new FAQs
Proactively identify issues / failures and address with internal and external stakeholders 
Conduct briefing and training sessions for giga care agents. 
Work closely with giga product and marketing teams to deliver new product, campaign launches 

Qualifications

Minimum 5-6 years of experience in Customer experience, Process Automation or Sales support and managing Ai Chat bots
Understanding of self-help tools and channels particularly in AI Chatbots and social media platforms and has had prior experience in managing these.
Maintains excellent writing and language skills.
Excellent interpersonal, analytical with a proven track record of solving customer issues. 
Proven track record of managing a team of agents 
Strong Project management skills 
Able to multitask and adapt quickly to changes
Tech-Savvy and able to demonstrate diligence and meticulous traits