Chat Flow Specialist (French Speaker) - Hybrid Role

 

Overview:

We are seeking a highly motivated and skilled Chatbot Flow Specialist to join our Customer Connectivity team headquartered in Vianen (Utrecht). As a Chatbot Flow Specialist, you will play a vital role in optimizing our chatbot's performance and enhancing the customer experience.

You will collaborate with cross-functional teams and contribute to various projects, both locally (French, Belgium, Luxembourg/EMEA) and globally, ensuring seamless communication and automation in customer interactions.

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Responsibilities:

Be responsible for conversational and answer workflow design that meet our digital engagement vision for the French speaking markets (France, Belgium, Luxembourg). Our new team member will understand how to convert long interactions into easy to digest flows.

Responsibilities

• Design an engaging conversational experience, including:
  • Conversational flow
  • Tone of voice for the French speaking markets
  • Error handling
  • Chatbot responses
  • Escalation to live agent via CRM platform.
• Improve chatbot understanding:
  • Minimize ambiguity between intents to enhance the accuracy of customer interactions.
  • Design well-defined flows that reduce frustration and improve the customer experience.
  • Monitor EMEA bots performance against KPIs
• Data analysis and training:
  • Analyze French conversation logs to identify customer intents and compile information for bot training, reducing manual effort.
  • Utilize past conversations to train the chatbot with expressions and develop efficient conversational workflows.
  • Monitor all updates and changes connected to our internal or external processes.
• Bug fixing and issue resolution:
  • Identify and resolve conversational design issues and bugs flagged by stakeholders.
  • Address in-life issues to ensure optimal performance of the chatbot.
• Process improvement and automation:
  • Recommend process improvements aligned with best practices and business goals.
  • Contribute to automation subprojects related to customer self-service.
  • Align with sustainable best practices, escalating issues or risks as appropriate.
• Collaboration and support:
  • Participate in quality and operational meetings to support the Customer Care teams. o Own live channel social media (Instagram) for Foot locker EU page.
  • Monitor responses time.
  • Take action on follow-up requests.
  • Predefine response templates & automated flows
  • Support automation projects connected to customer care.
  • Collaborate with cross-functional teams on projects and initiatives.
  • Obtain a deep understanding of cross departmental processes to translate into simple and engaging content.

Qualifications:

• Fluent in English and French, with excellent written and spoken communication skills.
  • Proficiency in an additional language such as German, Spanish, or Dutch is a strong plus.
• Strong intellectual curiosity and problem-solving skills.
• Customer-oriented mindset with exceptional multitasking and time management abilities.
• Proficient in MS Office tools (Excel, Word) and experience with CRM platforms like Zendesk, Microsoft Dynamics, or Salesforce Live Agent.
• Bachelor's degree or relevant working/internship experience.
• Hands-on mentality with the ability to take ownership in a dynamic environment.
• A collaborative team player with excellent interpersonal skills.

Benefits:

• Career development and growth in an ambitious international team
• Recognition, inclusion and belonging in a diverse environment.
• 25 holidays and flexible working
• Employee Discount on in-store and online products
• Casual Sneaker Culture
• Learning & Health/wellbeing program
• On-site fitness center, Basketball court, football pitch and Prayer Room
• Travel reimbursement
• Company shuttle bus between Utrecht Central Station and EHQ
• Pension Plan
• Discounted Collective Health plan
• Activities organized by our Social Committee #LI-JR3

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