Job Description:

Key Responsibilities: ● AI Strategy & Solution Design: ○ Design AI-based solutions (chatbots, voice bots, AI-driven CRMs, etc.) to automate and enhance the customer care experience. ○ Identify and evaluate AI tools and platforms that can be integrated into our current systems. ○ Develop a long-term AI strategy for the customer care department, balancing automation and human interaction. ● Operational Efficiency & Automation: ○ Analyze current customer care operations to identify pain points and opportunities for AI-driven process optimization. ○ Work closely with the operations team to understand customer service workflows, bottlenecks, and areas for automation. ○ Implement AI models for predictive analysis to anticipate customer queries, reducing call volume and response time. ● AI Implementation: ○ Lead the deployment and integration of AI solutions, ensuring they are aligned with operational goals. ○ Oversee the testing and iterative improvement of AI tools based on performance metrics and customer feedback.



○ Ensure seamless collaboration between AI systems and human agents for escalated cases. ● Customer Experience Management: ○ Ensure AI-driven solutions improve customer satisfaction by offering timely, accurate, and personalized responses.

Use natural language processing (NLP) models to improve the comprehension of customer queries across multiple channels (phone, email, chat). ○ Monitor the performance and effectiveness of AI systems and optimize for enhanced customer interactions. ● Cross-functional Collaboration: ○ Collaborate with IT, operations, and customer care teams to ensure the AI solutions are technically sound and operationally viable. ○ Liaise with AI/ML vendors, consultants, and technical teams for successful product implementation. ● Data Analysis & Insights: ○ Use data analytics to track customer query trends, solution performance, and operational efficiency improvements. ○ Leverage AI-driven insights to provide actionable r

📌 Job Opening for CRM Operations (Surat)
🏢 RECEX
📍 Surat