AI Customer Experience Executive
Job Summary
We are looking for a Customer Experience Executive to help build and manage AI agents that support customer service workflows. You will ensure customers receive clear and accurate help while improving service speed and consistency. The role involves training AI, monitoring responses, and proactively identifying pain points to enhance the overall customer experience.
Responsibilities
- Manage end-to-end customer resolution
- Build and train AI customer service agents
- Monitor AI response accuracy and tone
- Identify and improve service pain points
Required Skills
- Excellent communication skills
- Interest in AI and automation tools
- Strong problem-solving and empathy
- Process improvement mindset
Job Details
Responsibilities:
- Respond to customer enquiries with empathy, clarity, and ownership.
- Manage customer issues from first contact to resolution.
- Build, test, and improve AI agents for customer service workflows.
- Train AI agents using real customer questions, service standards, FAQs, and product knowledge.
- Monitor AI responses to ensure accuracy, tone, and customer empathy.
- Identify repeated customer pain points and suggest process improvements.
- Work with operations, retail, and product teams to close service gaps.
- Maintain high service standards while improving speed and consistency.
Requirements:
- Diploma, degree, or strong project experience in a related field.
- Strong passion for customer service and helping people.
- Clear written and spoken communication.
- Interest in AI tools, automation, and building better workflows.
- Comfortable learning how to create, manage, and improve AI agents.
- Patient, empathetic, and calm when handling customer problems.
- Detail-oriented and able to follow through until issues are resolved.
- Proactive mindset: you do not just answer questions, you improve the system behind the answers.
Good to have:
- Experience in customer service, retail, ecommerce, hospitality, or operations.
- Experience using AI tools such as ChatGPT, customer support bots, workflow automation tools, or knowledge-base systems.
- Ability to turn messy customer feedback into clear service improvements.