Customer Service Bot Knowledge Base Operations Specialist

Lagos, Nigeria
Full Time
Mid Level

Job Summary:

PalmPay is looking for a highly detail-oriented and tech-savvy Knowledge Base Operations Specialist to support the efficiency of our Customer Service Bot. This role is pivotal in ensuring the chatbot delivers accurate, timely, and user-friendly responses to customers across multiple platforms. You will manage the creation, curation, optimization, and performance monitoring of content that powers our automated customer service experience.

I. Job Responsibilities

  • ‌Knowledge Base Maintenance & Optimization‌
    • Maintain knowledge base, handle consultation responses and issue resolutions, and regularly update knowledge base content to align with the latest business scenarios;
  • ‌Data Analysis & Strategy Adjustment‌
  1. Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency;
  2. Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations.
  • ‌Cross-Department Collaboration & Demand Implementation‌
  1. Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery;
  2. Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making.

II. Job Requirements

  • ‌Core Skills‌
  • Familiarity with customer service bot product logic; 1-3 years’ experience in call center or intelligent customer service system operations preferred;
  • Proficiency in data analysis tools (e.g., Excel, BI) to extract insights and propose actionable improvements.
  • ‌Soft Skills‌
  • Strong communication skills and user empathy to efficiently address feedback and coordinate internal/external resources;
  • Clear logical thinking and documentation skills to independently develop operational plans and guidelines.

III. Industry Experience‌

  • Experience in Finance services, being a plus;
  • Basic understanding of AI technologies (e.g., NLP, multilingual translation) for effective collaboration with product and technical teams.
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