Contact centre professional – Alert specialist for the GenAi Chatbot

Are you excited about contributing to the future? Then help us improve the quality of our new chatbot!

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments.

However, if a customer contact is necessary, we want that experience to be superior. We believe in nudging the digital customers to the processes they can do themselves in the app, empowering customers to take control into their own hands.

That’s why we work with a chatbot which aims to direct the customer towards the information or processes they need. Up to this point, we had an intent based chatbot in place which is built with pre-made conversations. Even though it helps a lot of customers, the experience was not ideal, and the potential is limited. If the specific situation of the customer was different to what the bot had as options, we couldn’t help the customer sufficiently.

We changed this with the use of the GenAi technology. We’ve implemented a chatbot based on the GenAi technology and witnessed the potential it has in delivering superior customer experience. This is reflected in a higher CX score, a higher deflection score and a more human feel to a conversation.

What you will do

As a member of the new GenAi Chatbot team, you are a crucial link in enhancing our quality. By evaluating each conversation the chatbot has, you enable our experts to make improvements. During this process, there will be hundreds of conversations a day that need to be assessed. Did the customer receive the correct information? Is the language appropriate? Is it presented in a readable manner? These are the questions you will answer by reviewing the conversations.

What do we expect from you?

You are capable of working with multiple systems simultaneously. Together with your team, you ensure that daily operations meet the quality standards you set and that daily objectives are achieved. Additionally, you are willing to provide feedback to your colleagues and can turn constructive criticism into something positive!

Why work at the CoE Chatbot?

We are proud to be part of ING. We encourage you to bring your own ideas, knowledge, and experience to add value. You will have your own responsibilities and a great opportunity to contribute to the customer experience. At ING, we also focus on your personal development to bring out the best in you, working alongside your colleagues and your lead.

Who are we looking for?

You approach challenges with your energetic personality and a fresh perspective. You are driven and energized by going the extra mile for our customers. With your administrative skills, you know how to utilize all available resources to deliver the best for the customer. We work in a self-managing way, and you will need to function optimally within a team. Contributing ideas and taking initiative are very important to us for achieving our team results.

What else do we ask?

• Minimum MBO 4 diploma;
• Available for at least 36 hours per week.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.