Customer Service Representative - AI trainer

Summary

Join our customer's team as a Customer Service Representative and play a vital role in shaping how AI systems interact with customers. You will leverage your expertise to directly assist customers and train AI to manage service inquiries, maintain a professional tone, and resolve issues effectively. Your contributions will be crucial in ensuring exceptional customer satisfaction across various industries. You will respond to customer inquiries across multiple channels, model effective de-escalation techniques, collaborate with teams to analyze customer interactions, and provide feedback to enhance AI's capabilities. Accurate record-keeping of customer interactions and support for AI tool refinement are also key responsibilities. A customer-first mindset is essential to prioritize satisfaction and positive outcomes.

Requirements

• Exceptional written and verbal communication skills, with an empathetic and personable approach
• Proven experience in a customer service or support role, preferably in a fast-paced environment
• Strong problem-solving skills and the ability to stay composed under pressure
• Demonstrated ability to de-escalate challenging situations and turn dissatisfied customers into loyal advocates
• Comfort working independently in a remote environment while contributing to a larger team effort
• Tech-savvy, with the ability to quickly learn and navigate new AI-driven systems and platforms
• Meticulous attention to detail and commitment to maintaining high standards of professionalism

Responsibilities

• Respond thoughtfully to customer inquiries and complaints across multiple channels, including chat, email, and phone
• Demonstrate and model effective de-escalation techniques and conflict resolution strategies for both customers and AI learning modules
• Collaborate with cross-functional teams to capture, analyze, and improve customer service interactions
• Provide actionable feedback to enhance AI’s ability to handle complex service scenarios and deliver human-like responses
• Maintain accurate, detailed records of all customer interactions and resolutions
• Support the continuous training and refinement of AI tools by providing real-world examples of superior customer service
• Champion a customer-first mindset, ensuring every interaction prioritizes satisfaction and positive outcomes

Preferred Qualifications

• Experience training, mentoring, or guiding others in customer service best practices
• Background in supporting or training AI or machine learning applications
• Multilingual abilities or experience serving diverse customer bases