Job Description

You will work in conjunction with the Head of Customer Service to analyze data, identify trends, map processes, input data and make recommendations. The team's end goal is to create outstanding Self Service. Creating chatbots and support sites; giving customers access to resources to find solutions on their own without requiring assistance from a customer service agent.  To achieve this goal the team needs a large amount of administrative support which is where this role comes in! This role is perfect for someone who is driven and loves to learn! Someone who is a real problem solver, takes initiative and someone that sees opportunities and potential to improve around every corner.

• Pull and analyze data for our customer Support Site
• Load, categorize and test FAQs
• Coordinate Chatbot translations and proofing
• Create Chat Templates for our Call Center Agents to speed up Response Time
• Review Google Analytics to identify Help Center opportunities
• Review and evaluate Self Service KPIs
• Update “Contact Us” locations
• Create and enter Chatbot key phrases and improve its responses
• Discuss/select best Customer Communication method for maximum engagement
• Support discussions/testings to integrate data from our Source System to our Bots

Benefits

• Discount on licensed and Fossil brands
• Agile working
• 25 Day Holiday plus bank holidays
• 3 Duvet Days
• 2 Volunteer Days
• Free watch for new employees after 3 months
• Fossil Birthday Watch
• Simply Health
• Pension

Required Knowledge, Skills, and Abilities

• Someone who has a “can do” positive approach who is organized and proactive
• Is able to learn systems and processes quickly
• Loves all things digital
• Has strong written communication skills
• Is keen on developing our internal systems and processes
• Able to create relationships and build trust
• Are highly self-motivated and can easily adapt to change
• Aren’t afraid to do ad hoc projects/jobs
• Someone who is passionate about employee culture