[GS] Automation (ChatBOT) Expert in Customer Service Center [Vietnam]

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Company Description

The Bosch Group is a leading global supplier of technology and services. It employs roughly 394,500 associates worldwide (as of December 31, 2020). According to preliminary figures, the company generated sales of 71.6 billion euros in 2020. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology.

The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in some 60 countries. If its sales and service partners are included, then Bosch is represented in roughly 126 locations. This worldwide development, manufacturing, and sales network is the foundation for further growth.

RBVH - Robert Bosch Engineering and Business Solutions Vietnam Company Limited is 100% owned subsidiary of Robert Bosch GmbH.
RBVH has started its operations from 19th October, 2010 at E-Town2 in HCMC. This engineering development center will be engaged in developing embedded systems and software, mechanical design and simulation, and will provide IT (SAP Consulting, JAVA Development….) and Business Services (Finance and accounting, Economics, Purchasing, Logistics, Translations Japanese-English-Japanese, Information Security ) solutions to the Bosch group of companies globally.

Job Description

With our Operational and Process Excellence initiative in our Customer Service Center we strive for excellence in Bosch Global Business Services (GS) by incorporating a variety of principles, methodology, digital tools, systems and resources and with this, contribute to enable the business to excel using existing resources more effectively. By doing this, we cooperate with cross-functional teams and Product Owners in all end-to-end business streams and levels

As a Chatbot expert you will support our targets with monitoring the conversations between our internal customers and the chatbot with the aim to improve the content of the standard dialogue flows and thus, encouraging the utilization of our automated solutions.

In this role you will:

• Check regularly:
  • Chatbot related customer feedback from feedback hub or direct input via e-mail, phone or service platform
  • Feedback by peer solution groups from regular meetings/e-mail/phone
  • Monthly reports provided by the technical team and
  • Conversation log in the chatbot backend system
• Review the conversations together with the solution experts and subject matter experts
• Prepare recommendation for improvement measure
• Support implementation of improvement measure
• Document the change
• Share the outcome with the requester (internal customer, peer groups etc)

Qualifications

Education: Bachelor degree in Business administration or related majors

Personality:

Attitude:

• high level of commitment
• Attention to technical details
• Interested in getting to know new technology
• Proactive to identify and solve problems

Skills:

• Ability to work in a team as well as fulfil individual tasks
• Communication skills
• Networking skills
• Intercultural competence

Languages:

• Good knowledge in English

Additional Information

• Join a dynamic English-speaking multi-culture working environment
• Furthermore, we also offer you Internship allowance during the internship program
• 1 day of birthday leave + 1 day of full-paid leave/ per month
• Motivating benefits of Trade Union activities, team building and company trip
• Opportunity to work in global projects of fast developing company and being a part of the innovation team contributing initiative ideas to the hi-tech world
• Engage in our diverse training programs which surely help strengthen both your personal and professional skills

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