Job Summary:

This role is responsible for content maintenance of iHerb’s Chatbot and coordination of issue resolution. 

Job Expectations:

• Management and accountable for the success and growth of iHerb’s multilingual Chatbot. Which includes maintaining top tier CSAT, automation opportunities and reduction of our project backlog. 

• Ownership of the chatbot content and tone for international ecommerce company that intakes 20,000 chats each week

• Daily review of CSAT and customer pain points for escalation and resolution.

• Landing Page content oversight for consistency. 

• Project Management and reduction of CX issues for order damages, refund policy, site bugs, product enhancements, promotional marketing improvements and logistical delays

• Provides customer feedback coordination for PXO which includes surveys, interviews and more.

• Accountable for successful resolution of all customers facing priority 1 issues. 

• responsible for presentation of customer issues and feedback to the executive management team.

• Assist with customer service strategy and outward facing messaging

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

Required:

• Experience with an extremely fast paced environment and changing priorities, while maintaining attention to detail and a focus on automation.

• 1-2 years of experience with working with a chatbot, including building customer flows and adding content. 

• Experience in building or maintaining a customer self service page 

• Understanding of iHerb’s customer channels, the internal structure of a customer support team and IT team. 

• Excellent in written and verbal communication. Work as a content writer is a plus. 

• Experience in customer data analysis and/or Voice of Customer presentations. 

• Knowledge of brand management and international customer service

• Detailed and deadline oriented with excellent project management skills.

• Bilingual is a major plus

Equipment Knowledge:

• Knowledge of Microsoft Office: Word, Excel, and PowerPoint.
• Zendesk reporting
• Knowledge in excel and Google

Experience Requirements:

• Generally requires a minimum of 1-2 years of experience in a project coordination role in an ecommerce environment.

Education Requirements:

• Bachelor’s Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience.