Singapore, Singapore
Company: Singtel Group
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:
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