* About the team (Word limit - 500 words advisable)
We are seeking a highly motivated and results-driven Manager: Customer Service
Automation to lead our initiatives in transforming customer interactions through
cutting-edge Machine Learning (ML) and Artificial Intelligence (AI)
technologies. This role is pivotal in enhancing the customer experience,
improving operational efficiency, and driving innovation within our Customer
Service department. The ideal candidate possesses a solid blend of customer
service acumen, technical understanding, and project leadership skills.
The JioHotstar Customer support team dedicates itself into creating
innumerable/countless customer experiences that can only be described as
benchmark/testimony for excellence in customer support by any brand. We take
great pleasure and pride in making every user interaction so incredible that it
makes our customer feel tizzy before bouncing back to reality. Our goal is to be
one of the most admired and successful brand support stories in the world; and
that’s a challenge we take very seriously.
To be able to effectively address an issue, we always put ourselves in our
customer’s shoes and ask ourselves “is this support we wish we got everywhere
else?” If the answer to that is a resounding Yes We
are on course towards our set goal.
With the growing need of the business, we are looking at adding people who are
“keen problem solvers” at the outset, have unique ability to “think on their
feet”, are “self-starters who are comfortable taking the
initiative” and are “relentless in their pursuit of ways and means to support
better”.
Reporting To
Senior Manager – Customer Support
* Key Responsibilities
* Strategy & Vision: Develop and execute the strategy for automating customer
service interactions, identifying high-impact areas for ML/AI application
(e.g., chatbots, virtual assistants,