AddressWe’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.
This opportunity
To support Customer Care in developing and implementing digital activities to improve live chat sales conversion and guide customers toward digitally assisted channels away from voice reducing customer effort. This will be done through data driven decisions to target the right audience at the right time on brand websites and to create self-service journeys on digital, channelling contacts through TOBi - our chat bot, live-chat or messaging for quicker easier self-service. The role will be key to operationally driving an increased digital adoption and self-service whilst maximising the customer experience.
Responsibilities
- Through digital innovation, problem solving and an ethos of continuous improvement, you will design, build, test and continuously optimise new and existing chatbot customer journeys ranging from simple to complex.
- Implement conversational flows, dialog management and natural language understanding (NLU) to improve user interactions.
- Work on finetuning our NLU model through regular phrase tuning to help improve intent recognition.
- Use analytical skills to identify improvement opportunities from datasets i.e., chat logs, transcripts etc and apply creative problem solving to develop solutions to problems.
- Perform quality assurance testing to ensure conversational AI models are performing optimally.
- Work collaboratively with other teams to configure chat offers to maximise sales opportunities as well as to ensure customers get the right support at the right time
Knowledge and experience
- Three years plus experience working in a digital assisted customer service delivery environment, ideally within a high-volume consumer environment.
- Experience in Conversational AI development – chatbot, voice recognition, speech solutions etc
- Knowledge of linguistic and natural language processing (NLP).
- Minimum one year plus experience in DialogFlow, Amazon Lex or equivalent NLU bot framework.
- Minimum one year plus of Genesys development experience, or equivalent industry experience.
Benefits and perks
- Flexible hybrid way of working (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 TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Bolder and better together!
Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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