Digital Service Specialist

DIGITAL SERVICE SPECIALIST

Reporting to the Manager of digital Service, the Digital Service Specialist will proactively create digital help library content and manage the implementation of any new AI technologies. This position will also be responsible for supporting the analytics of all current AI platforms including reporting to ensure our competitiveness within this space.

PRINCIPAL RESPONSIBILITIES

Intent Creation

• Analyze top call drivers and customer feedback to create enticing help library articles;
• Build and deploy bot intents to address common customer requests;
• Configure and deliver Analytics on article/intent usage;

Web accessibility compliance

• Ensure all content are updated to the latest WAC levels;
• Proactively review and adjust content to ensure compliance;

New Technology implementation

• Actively review top drivers and seek out technologies to reduce customer effort;
• Implement new PCC (proactive customer care) initiatives and maintain support structures.

KNOWLEDGE, SKILLS & ABILITIES

• AT least two years of experience in related business transformation roles;
• Hands-on experience with AI applications (Virtual Agent, chatbot, etc. technology);
• Knowledge of and experience with Customer Service AI technologies;
• Knowledge of and experience with Conversational AI technologies;
• Knowledge of customer experience design;
• Knowledge of Microsoft Azure Bot Framework, Google Dialogflow required;
• SQL, HTML, XML, CSS capabilities preferred;
• Bilingual in English and Korean Preferred.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

Conditions of Employment:

It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment.

Equal Opportunity Employer:

LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

LG Electronics Canada, Inc. thanks all candidates for their interest; however only those selected to continue in the process will be contacted.