About the Company
Verizon is a global leader in technology and communications, offering innovative solutions and services across wireless, fiber-optic, and digital platforms. We are committed to connecting people and businesses, leveraging cutting-edge technology, including Artificial Intelligence, to enhance customer experiences and drive digital transformation. Join a team dedicated to excellence and innovation.
Job Description
We are seeking a highly skilled and articulate Online AI Customer Liaison to join our dynamic customer support team. In this professional written role, you will be at the forefront of leveraging AI tools and platforms to provide exceptional customer service. You will manage complex inquiries, resolve issues efficiently, and ensure a seamless customer journey through various digital channels, all while contributing to the continuous improvement of our AI-powered support systems.
Key Responsibilities
- Utilize AI-powered tools and platforms to efficiently handle customer inquiries and support requests in written format (chat, email, forums).
- Craft clear, concise, and professional written responses that effectively address customer concerns and provide accurate solutions.
- Collaborate with AI systems to refine and improve automated responses, knowledge base articles, and self-service options.
- Proactively identify opportunities to enhance the customer experience and streamline support processes through AI integration.
- Escalate complex or unresolved issues to specialized teams when necessary, ensuring proper documentation and follow-up.
- Maintain a high level of customer satisfaction and adhere strictly to service level agreements (SLAs) and quality standards.
- Participate in training and development sessions to stay updated on product knowledge, service procedures, and AI advancements.
Required Skills
- Exceptional written communication, grammar, and proofreading skills.
- Proficiency in using AI-driven customer service platforms and CRM software (e.g., Salesforce, Zendesk).
- Strong analytical and problem-solving abilities with keen attention to detail.
- Ability to empathize with customers, de-escalate situations, and maintain a professional demeanor under pressure.
- Prior experience in a customer service or support role, particularly within written communication channels.
- Adaptability to new technologies and evolving service processes in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Communications, English, Marketing, Business Administration, or a related field.
- Experience with natural language processing (NLP) tools or AI chatbot management.
- Familiarity with telecommunications products, services, and industry best practices.
- Ability to work independently and collaboratively as part of a hybrid team structure.
- Certification in customer service or a related technical support area.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with competitive company match.
- Generous paid time off, including vacation, sick leave, and company holidays.
- Exclusive employee discount programs on Verizon services and products.
- Robust professional development and growth opportunities, including access to online learning platforms.
- Hybrid work model offering flexibility and work-life balance.
- Access to wellness programs and resources.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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