Key Responsibilities:

• Knowledge Base Management & Localization: Own the maintenance, updating, and expansion of the intelligent robot's multilingual knowledge base. Create, optimize, and localize Q&A content to improve the effectiveness and automation rate of the customer service department.
• Content Strategy & UX Optimization: Identify operational needs within customer service and develop/execute interaction scripts. Continuously refine the robot's dialogue to enhance user experience and satisfaction across various service scenarios.
• Process Design & Optimization: Participate in the development and streamlining of customer service knowledge structures and workflows. Tailor conversational content to specific user scenarios to boost interaction quality.
• Rapid Response & Iteration: Quickly respond to emerging issues or changes, implementing timely updates to front-end user guidance and interaction flows.
• Performance Analysis & Reporting: Regularly monitor key customer service performance metrics. Analyze data to identify root causes of issues, formulate targeted optimization recommendations, and report findings and suggestions to management.

Qualifications & Requirements:

• Bachelor's degree or higher.
• Minimum of 1 year of experience in a customer service role.
• Excellent written and verbal communication skills in Persian (primary requirement for content localization). English or other language skills are a plus.
• Hands-on experience with industry standard customer service platforms (e.g., Intercom, Zendesk, Live Agent). Operational experience with these systems is highly preferred.
• Strong analytical skills with a proven ability to identify and solve problems through data analysis.
• Excellent communication and interpersonal skills, with the ability to adapt quickly to changing priorities.