Snr Executive, Process & Content

Process and content is a strategic team responsible for Campaign management - design and map out the end-to-end customer related flow and processes.

Conversational & Content design - design of the AI chat bot conversation flow, internal knowledge portal and customer self-help content in the Singtel.com/Support.

Strategic projects - Implementation of strategic project delivery and business continuity planning for the customer fronting teams.

The above is to ensure the contact rate, first contact resolution and the handling time is within the business projection and planning. This position is focuses on the Conversational & Content design of the internal and external portal and the design of the AI chatbot conversation flow.

Internal Knowledge portal

Responsibility includes:

• Execute day to day modification (new, change, remove) of the portal content.
• Review feedback and suggestion on the content layout, accuracy, and usage.
• Sharpen the search accuracy and usability for the frontline teams.
• Work with stakeholder or content provider to conforming the design guidelines, appearance, standards, and best practices.
• Testing & incorporating functionalities and features into websites.

AI chatbot conversational flow

Responsibility includes:

• Design different conversation flows (guided / non guided) to ensure high adoption and the usage rate of the assigned AI chatbot.
• Undertake day to day AI chatbot conversation flow modifications (new, change, remove).
• Review customer feedback and investigate the non-deflected calls. Tune the chatbot to ensure ease of understand the intent quicker and resolution clearer.
• Review, implement and test AI chatbot functionalities and features. - Ongoing sharpening of the accuracy of the customer intent matching.

Public Self-help content

Responsibility includes:

• Maintaining and simplify customers self-help content and information.
• Regular refresh of the information content based on the top clicks and usages.

Requirements:

• Diploma and Degree (Hospitality, business, social science or Engineering preferred)
• 1 year of campaign, content / project management roles or customer fronting roles
• Language proficiency in English, Computer literacy (Microsoft applications) and mobile OSes (Android, IOS) 
• Experience in developing infographics, graphic/video editing application and story boarding
• Basic understanding of coding and knowledge of Knowledge of SEO (search engine optimization)