Conversational Content Expert

1 day ago

Limerick, Limerick, Ireland beBeeContent Full time
Job Description

We are seeking a skilled Conversational Content Expert to join our team. The successful candidate will be responsible for creating and managing engaging chat content, ensuring that it is accurate, up-to-date, and aligns with our products and services.

This role involves developing chat scripts, updating knowledge bases, and analyzing performance data to identify areas for improvement. The ideal candidate will have a strong understanding of customer support principles and be able to craft clear, concise responses that resolve customer issues efficiently.

The Conversational Content Expert will work closely with cross-functional teams, including customer support, product, and engineering, to ensure that the chat experience is optimized for customer satisfaction and success.

Key Responsibilities:

  • Create and manage chat content, including dialogue flows, responses, FAQs, and knowledge base articles.
  • Analyze performance data to identify trends and areas for improvement.
  • Develop and execute A/B tests on different chat scripts and responses to determine what improves user engagement and satisfaction.
  • Maintain the internal knowledge base, ensuring it is comprehensive, accurate, and easily accessible for both AI systems and support agents.
Required Skills and Qualifications

To succeed in this role, you will need:

  • A strong background in content creation, customer support, or a related field.
  • Exceptional writing skills, with the ability to craft clear, concise, and engaging content for diverse audiences.
  • Experience analyzing performance data, customer feedback, and engagement metrics to make data-driven decisions.
  • Familiarity with telecom services and how they are typically supported through digital communication channels.
  • Hands-on experience with conversational AI platforms or chat systems.
  • Ability to collaborate effectively with cross-functional teams.
Benefits

This role offers the opportunity to work in a fast-paced environment, collaborating with a talented team to deliver exceptional results. You will have the chance to develop your skills and expertise, working on challenging projects that drive business growth and customer satisfaction.

Others

Virgin Media is an equal opportunities employer. We value diversity and are committed to creating an inclusive workplace where everyone can thrive.

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