Customer Service Bot Knowledge Base Operations Specialist at PalmPay

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

Job Title: Customer Service Bot Knowledge Base Operations Specialist

Location: Lagos

Job Type: Full Time

Work Model: Onsite

Job Overview

• We are 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

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:

• Monitor user inquiry data, analyze high-frequency issues and knowledge base coverage, and develop optimization strategies to enhance self-service efficiency
• Refine dialogue logic and scenario scripts based on customer feedback to drive knowledge base feature iterations

Cross-Department Collaboration & Demand Implementation‌:

• Collaborate with product and technical teams to translate customer needs into knowledge base improvement plans and ensure timely project delivery
• Deliver operational reports to communicate knowledge base performance and improvement recommendations for team decision-making

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

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

pplication Closing Date
Not Specified.

How to Apply: Interested and qualified candidates should Click here to apply online