Knowledge Management Specialist (GenAI Chatbot & Training)

Are you excited about the potential of AI to enhance customer experiences?

As a Knowledge Management Specialist, you’ll play a key role in optimising our digital customer support. By contributing to our robust knowledge management system and helping refine AI-powered chatbots, you’ll help deliver seamless, personalised interactions across our online retail platforms. We’re seeking someone with customer support or CX expertise and exposure to AI technologies or chatbot training and passion for emerging technologies in this field.

 What You'll Do

Knowledge Management:

• Gather, organise, and maintain essential information from across the business to ensure customer service agents, chatbots, and self-service portals have consistent, accurate responses.
• Collaborate with product, IT, and customer service teams to keep our knowledge base current and responsive to emerging customer needs.
• Monitor customer inquiries and update the knowledge base to address new trends and common issues.

GenAI Chatbot Training:

• Work hands-on with AI-powered chatbots, ensuring they deliver natural, context-aware responses. Ideal candidates will have some exposure to chatbot tools and training but are eager to deepen their experience.
• Help manage training data for chatbots, such as conversation scripts and FAQs, to ensure continuous improvement.
• Analyse chatbot performance and refine responses to improve accuracy and customer satisfaction.

Optimise Customer Experiences with AI:

• Use your customer experience (CX) insights to help integrate AI-driven solutions that streamline the customer journey, resolving issues faster and enhancing customer satisfaction.
• Gather feedback and suggest improvements to customer interactions, ensuring our AI evolves with customer needs.

Measure What Matters:

• Track key performance metrics, including response accuracy, resolution time, and customer satisfaction.
• Provide insights that will drive improvements across both chatbot and knowledge management systems.

What You'll Bring

• Experience in customer support, CX, or knowledge management, ideally within online/digital customers.
• Exposure to AI technologies or chatbot training, with a desire to further develop in this area.
• Strong collaboration skills, working across teams to create customer-focused solutions.
• A proactive problem solver who thrives in fast-paced environments and enjoys finding new ways to enhance customer experiences.

Benefits:

• Employee referral program and staff discounts
• We have regular virtual and face-to-face events to help us bond and maintain our community vibe
• We also offer flexible hours, Culture Swap Days & 30 day work from anywhere*
• Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions
• Be an advocate or ally and create connection and belonging in our employee Resource Groups such as EmpowHer and Pride.
• Telus Wellbeing platform to support your mental, social, financial and physical wellbeing

The Prezzee Story

Prezzee is a global digital gifting platform that creates human connections through remarkable gifting moments. We create leading digital gift solutions for consumers, businesses and 1000+ brand partners across the world. Founded in 2014, Prezzee has evolved from a two person Australian start-up to a global business with teams and operations in North America, United Kingdom, Australia and New Zealand.

Oh, and if you're wondering about our culture?

Whilst our growth is compelling, we know it’s our people and culture that set us apart, and we're equally proud of being recognised in Australia & New Zealand and in the UK as a 2022 & 2023 Great Place to Work®, as well names Foundry's Computerworld 2024 Best Places to Work in IT.

At Prezzee, every team member plays an important role in the business, leaving a unique footprint on Prezzee’s journey. Our team may be spread out across multiple time zones, but our core values remain the same no matter where you are in the world. As a future employee of Prezzee, you're signing up to give openness, give greatness, give magic, and most importantly, always give a damn.

Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

We are looking for people to help create human connections, make magic and shape the future of gifting so even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you! Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.