Knowledge Management Specialist (GenAI Chatbot & Training)

Posted 10 Days Ago
Be an Early Applicant
2 Locations
Junior
Fintech • Payments • Financial Services
The Role
The Knowledge Management Specialist will enhance digital customer support by optimizing knowledge management systems, training AI-powered chatbots, and utilizing customer experience insights. Responsibilities include maintaining accurate information, analyzing chatbot performance, and improving customer interactions based on feedback.
Summary Generated by Built In

 

Are you excited about the potential of AI to enhance customer experiences?

As a Knowledge Management Specialist, you’ll play a key role in optimising our digital customer support. By contributing to our robust knowledge management system and helping refine AI-powered chatbots, you’ll help deliver seamless, personalised interactions across our online retail platforms. We’re seeking someone with customer support or CX expertise and exposure to AI technologies or chatbot training and passion for emerging technologies in this field.

 What You'll Do

Knowledge Management:

  • Gather, organise, and maintain essential information from across the business to ensure customer service agents, chatbots, and self-service portals have consistent, accurate responses.
  • Collaborate with product, IT, and customer service teams to keep our knowledge base current and responsive to emerging customer needs.
  • Monitor customer inquiries and update the knowledge base to address new trends and common issues.

 

GenAI Chatbot Training:

  • Work hands-on with AI-powered chatbots, ensuring they deliver natural, context-aware responses. Ideal candidates will have some exposure to chatbot tools and training but are eager to deepen their experience.
  • Help manage training data for chatbots, such as conversation scripts and FAQs, to ensure continuous improvement.
  • Analyse chatbot performance and refine responses to improve accuracy and customer satisfaction.


Optimise Customer Experiences with AI:

  • Use your customer experience (CX) insights to help integrate AI-driven solutions that streamline the customer journey, resolving issues faster and enhancing customer satisfaction.
  • Gather feedback and suggest improvements to customer interactions, ensuring our AI evolves with customer needs.

 

Measure What Matters:

  • Track key performance metrics, including response accuracy, resolution time, and customer satisfaction.
  • Provide insights that will drive improvements across both chatbot and knowledge management systems.

 

What You'll Bring

  • Experience in customer support, CX, or knowledge management, ideally within online/digital customers.
  • Exposure to AI technologies or chatbot training, with a desire to further develop in this area.
  • Strong collaboration skills, working across teams to create customer-focused solutions.
  • A proactive problem solver who thrives in fast-paced environments and enjoys finding new ways to enhance customer experiences.

 

Benefits:

  • Employee referral program and staff discounts
  • We have regular virtual and face-to-face events to help us bond and maintain our community vibe
  • We also offer flexible hours, Culture Swap Days & 30 day work from anywhere*
  • Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions
  • Be an advocate or ally and create connection and belonging in our employee Resource Groups such as EmpowHer and Pride.
  • Telus Wellbeing platform to support your mental, social, financial and physical wellbeing

 

The Prezzee Story

Prezzee is a global digital gifting platform that creates human connections through remarkable gifting moments. We create leading digital gift solutions for consumers, businesses and 1000+ brand partners across the world. Founded in 2014, Prezzee has evolved from a two person Australian start-up to a global business with teams and operations in North America, United Kingdom, Australia and New Zealand.


Oh, and if you're wondering about our culture?


Whilst our growth is compelling, we know it’s our people and culture that set us apart, and we're equally proud of being recognised in Australia & New Zealand and in the UK as a 2022 & 2023 Great Place to Work®, as well names Foundry's Computerworld 2024 Best Places to Work in IT.


At Prezzee, every team member plays an important role in the business, leaving a unique footprint on Prezzee’s journey. Our team may be spread out across multiple time zones, but our core values remain the same no matter where you are in the world. As a future employee of Prezzee, you're signing up to give openness, give greatness, give magic, and most importantly, always give a damn.


Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

 

We are looking for people to help create human connections, make magic and shape the future of gifting so even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you! Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process.

 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Top Skills

AI
Chatbots
The Company
Sydney, New South Wales
235 Employees
On-site Workplace
Year Founded: 2014

What We Do

Prezzee is a digital Gift Card solution designed to change the art of gifting. Prezzee allows you to buy, send, store and redeem digital Gift Cards instantly. Prezzee was designed to solve the problem of sending Gift Cards in both corporate and consumer markets. In B2B, Prezzee Business enables simple bulk sends, instant delivery with the option to co-brand with your corporate logo. In the consumer market Prezzee allows users to never miss the opportunity to redeem a Gift Card again while allowing users to choose from 100s of top retailers.
Prezzee provides real value to both users and retailers, bringing them together in one marketplace. For retailers, Prezzee creates a meaningful new distribution channel, increasing sales and giving brands visibility into the mobile digital world. By using Prezzee, retailers can gain customer acquisition, increase shopper interaction and drive social engagement. For users, they get the best retailers in one simple platform. http://prezzee.com.au and http://prezzee.com.au/business

Similar Jobs

Hybrid
Melbourne, Victoria, AUS
1500 Employees

Xero Logo Xero

Customer Experience People Lead

Cloud • Fintech • Information Technology • Machine Learning • Software
Melbourne, Victoria, AUS
4700 Employees

Xero Logo Xero

Customer Experience Specialist

Cloud • Fintech • Information Technology • Machine Learning • Software
Melbourne, Victoria, AUS
4700 Employees

Xero Logo Xero

Customer Experience Specialist - Accounting

Cloud • Fintech • Information Technology • Machine Learning • Software
Melbourne, Victoria, AUS
4700 Employees

Similar Companies Hiring

CSC Thumbnail
Software • Legal Tech • Fintech • Financial Services • Data Privacy • Cybersecurity
Wilmington, DE
8000 Employees
Workiva Thumbnail
Software • Professional Services • Fintech • Financial Services • Cloud • Artificial Intelligence • Analytics
Ames, IA
2800 Employees
Citadel Securities Thumbnail
Software • Information Technology • Financial Services
Miami, FL
1900 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account