Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.
Department Focus: The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact: As an Automations & Chatbot Specialist, you will play a critical role in developing, optimizing, and maintaining chatbot and AI systems that enhance customer experience while reducing operational costs. You will use your data analysis expertise to track performance metrics, identify areas for improvement, and contribute to strategic initiatives aimed at optimizing chatbot functionality. With a strong focus on data-driven insights and process improvement, you will help ensure that our chatbot solutions deliver an outstanding user experience and align with operational efficiency goals.
Logistics:

• Fluency in English is required, with strong written and verbal communication skills being essential.

  
  

• Work Location: This is a full-time, in office role for the first 3 months. Following this, we offer a hybrid role with a flexible work schedule, offering 3 days in our Casablanca office and 2 days from the comfort of your home.

  
  

What you will do:

• Review chatbot performance data to identify trends and areas for improvement, adjusting workflows as necessary to optimize efficiency.
• Optimize workflows by identifying areas for improvement through thorough data analysis and industry benchmarking.
• Implement strategies to enhance customer satisfaction and streamline operational processes.
• Collaborate with cross-functional teams to troubleshoot and resolve any technical issues related to chatbot performance.
• Contribute to the strategic development of chatbot systems by providing data-driven recommendations for improvement.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.
• Work on improving internal documentation and proposing new tools or processes to streamline operations.
  

What you will Bring:

• 2+ years of experience working with chatbots or automation systems, particularly in a customer support or technical environment.
• Strong technical knowledge of conversational AI and chatbot optimization.
• Expertise in data analysis, including the ability to interpret large data sets to identify trends and provide actionable insights.
• Proven ability to analyze and improve chatbot performance metrics, including response times, resolution rates, and customer satisfaction.
• Experience collaborating with cross-functional teams to resolve technical issues and improve workflows.
• Strong verbal and written communication skills with the ability to present data-driven insights to internal stakeholders.