CES Self-Service Specialist - Braga, Braga
Somente para membros registrados Braga, Braga, Portugal
há 1 mês
Job summary
The Consumer Engagement Performance Self-Service Specialist plays a key role in transforming the self-service experience through intelligent automation and AI-driven personalization.
Responsibilities
- Curate, update, and validate knowledge articles within Salesforce to support both human agents and AI-powered chatbots.
- Collaborate with technical teams to enhance chatbot capabilities using generative AI, ensuring accurate, context-aware responses and integration with APIs.
- Implement governance models for global and local content ownership, approval workflows, and repository management aligned with business units and markets.
- Map and refine user flows across self-service touchpoints, identifying friction points and designing intuitive, AI-enhanced navigation paths.
- Monitor KPIs such as resolution rate, deflection rate, and consumer satisfaction.
Qualifications
- Fluency in English and Portuguese.
- Experience with Salesforce Knowledge Base and ServiceNow.
- Familiarity with generative AI and LLM-based chatbot models.
- Strong analytical skills to track and interpret consumer data.
- Understanding of consumer behavior, CX principles, and engagement strategies.
Descrição do emprego
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