Amach - Customer Communications Consultant/Copywriter

This role is a 6 month project to develop, write content and work with development to implement a Chat Bot helpdesk facility for a major International Airline group. You will help to define the messaging, flows, prioritisations and overall Chat Bot strategy to deliver a world-class Customer experience. 

RESPONSIBILITIES:

Customer Support Communications

  • Closely work with the team and stakeholders to develop efficient communication and customer engagement strategies around AI Customer Service and Helpdesk capabilities that are largely Chat Bot-driven
  • Write content for automated (Chat Bot) customer communications, develop flows, queues, priorities and ensure branding and communications standards are maintained.
  • Copywriting and content management.
  • Ongoing management and review of all written content on the channels

Customer Engagement

  • Work with the team to define the key audiences and stakeholders and oversee the communication strategy.
  • Develop the right messaging and strategy approach that supports the client branding and that builds a world-beating Customer Service response.
  • Track the effectiveness of all customer contact and support systems

QUALIFICATIONS:

  • Bachelor or above degree in marketing, communications, journalism or a related field.
  • Hands-on copywriting experience for commercial organisations.
  • English as a first language.
  • Direct experience in using JIRA and Confluence (or similar) collaboration tools
  • Knowledge of, and experience with, marketing automation, content management and CRM tools. Ideally previous experience writing Chat Bot type communications.
  • Knowledge of airline industry or large Contact Centre environment; ability to communicate in this sector.
  • Ideally a broad understanding of Machine Learning techniques to build the Bot capability for the future.
  • Confident, focused and agile management; ability to multi-task and thrive in high pressure and high impact environment.
  • Experience using Microsoft Excel

Send your CV to : Sally Greves at Amach Software : sally.greves@amach.ie