For one of our clients in telecom Randstad Professional is looking for a omnichannel expert.

Do you have the guts for AI and customer experience?

Sent your CV today to: Show emailaddresslies.delandtsheer@professionals.randstad.be

The customer interaction platform and automation tribe is part of the customer operations circle and is responsible for setting up the platforms to ensure smooth interactions between our customers and our advisors.

As a Channel Specialist, you will contribute to the proper implementation of the omnichannel strategy by safeguarding it in all initiatives in which your team is active. You will manage and analyze channel initiatives within set timelines and budgets, ensuring collaboration with all stakeholders. By monitoring KPIs and communication performance, you will prepare insightful reports, identify areas for improvement, and implement necessary actions. You will oversee communication across various channels, ensuring alignment with brand guidelines, and act as the voice of the customer in the initiatives in which your team is involved.

Collaboration:

Work closely with the data team to establish conversational boundaries and align the chatbot's behavior with user expectations.

Collaborate with technical analysts to check the technical feasibility of proposed solutions.

Monitoring and Improvement:

Monitor and fine-tune the chatbot/model's behavior.

Prepare insightful reports, identify areas for improvement, and implement necessary actions.

Content and Communication:

Create guidelines for K&C to develop articles that the genAI chatbot can easily retrieve information from.

Oversee communication across various channels, ensuring alignment with brand guidelines.

Embedded Chat Track Designs:

Be heavily involved in the embedded chat track designs and customer journey implementation, including the authentication process, variations in conversational flows across web and app, human handovers, and post-chat surveys.

Language skills: French (native), English (fluent), Dutch (bonus)

Customer experience expert

Sound knowledge of digital channels foundation such as chat channels and AI chatbots

Strong writing skills and (basic) knowledge of conversation quality reviews

Expert in mapping customer journeys and experiences and translating them into actionable plans and conversational flows

Ability to validate the technical feasibility of proposed solutions, collaborating with technical analysts

Experience with user testing methods related to chat solutions

Positive collaboration skills, both inside and outside the team

Ability to challenge stakeholders' ideas and engage in conversations to clearly align communication goals and initiatives

Must-have skills:

• Knowledge of journey mapping
• Experience with chat channels and AI chatbots
• Strong writing and conversation quality review skills
• Collaboration and stakeholder management skills

Nice-to-have skills:

• Experience with testing AI solutions
• Familiarity with tools like Confluence and JIRA