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Posted Mar 17

Chatbot, Product Manager

Australia (Remote) Full time

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.

The opportunity

You will support Customer Care in developing and implementing digital programmes to optimise and guide customers toward digitally assisted channels away from voice reducing customer effort. Responsible for all non-voice platforms, innovating and continuous improvement to improve CX & EX. This will be done through data-driven decisions to channel customers towards self service functions on digital, channelling contacts through the TOBi chatbot, chat and async chat for quicker easier self-service. The role is key to operationally driving an increased digital adoption and self-service while maximising customer experience. As an AI chatbot experience manager, you will be integral to planning a prioritised backlog of improvements to customer experiences. You will bring these propositions to life while identifying opportunities to provide insights to impact the digital experience.

Responsibilities

  • Adhere to TPG Telecom Ltd policies and procedures as introduced and varied from time to time.
  • Responsible operationally for all platforms which deliver digital customer care services EG. Social, email, chat, chatbots etc.
  • Manage relationships with business stakeholders to facilitate the delivery of an optimized digitally assisted environment.
  • Through digital innovation, problem-solving and an ethos of continuous improvement, you will design, build, test and continuously optimise new and current customer journeys within TOBi.
  • Support the management of the demand/development framework to ensure correct prioritisation and effort to meet our digital optimisation goals.
  • Work collaboratively across TPG and Outsource partners to drive digital optimisation solutions.
  • Proactively identify future developments by researching best practice in digital assisted channels to support with long range planning in line with changing customer and business needs.
  • Maximise the adoption of TOBi chat bot by making it easier for customers to interact with TOBi through human centred journey creation with strong principles of always making it easier for customers to self-serve.
  • Constant monitoring of TOBi unmatched intents, using a data driven approach to prioritisation of new customer journeys.
  • A continuous improvement programme to analyse current TOBi customer journeys to improve the current containment rates and reduce customer effort.
  • Working with the digital team based on traffic and customer behaviours to constantly improve the website to optimise channel mix, making it easier for customers to avail themselves of self service.
  • Support the Care Leadership team with information and assistance relating to the optimisation of Digital assisted channels as required.

Knowledge and experience

  • Experience working in a digital assisted contact centre delivery environment, or a strong understanding of call centre technologies would be advantageous.
  • Experience with Dialogflow ES or CX.
  • An awareness of language semantics with a solid grasp of intent and outcome.
  • Experience in conversation design, user experience design and excellent copywriting skills.
  • Experience using large data sets to find opportunities and analyse the impact of changes that have been made.
  • Experience in Genesys designer and Genesys or equivalent contact centre routing would be an advantage.
  • Experience in driving and improving digital NPS.
  • Tertiary qualification preferred or equivalent industry experience.
  • Understanding of business, commercial, and technical issues that may impact the business customer’s requirements.
  • Strong proficiency in Microsoft Excel

Benefits and perks

  • Flexible hybrid way of working (work from home and office)
  • ‘Stay Connected Mobile’ – Access to a free mobile plan
  • ‘Stay Connected NBN’ – Access to a free NBN 100 plan
  • ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
  • Access to LinkedIn Learning and Vodafone Learning platforms
  • Access to Corporate Partner Discounts

We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.

Interested? We are excited to hear from you!
At TPG Telecom we take all reasonably practicable steps to protect the health and safety of our people. The successful candidate is required to be fully vaccinated against COVID-19, due to the increased risk of infection and nature of the work. Please let our team know if there is anything you need to discuss about your individual circumstances.


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