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Customer Service AI & Automation Specialist (m/f/d)

General information

Job Title
Customer Service AI & Automation Specialist (m/f/d)
Ref #
788
Location
Munich
Company
PAYBACK GmbH
Job Area
Operations & Customer Services
Job Type
Professional

Description & Requirements

Most people are familiar with the term PAYBACK. We'd love to introduce ourselves to you in a bit more detail. You probably know PAYBACK—either from the question at the checkout or through our widely used shopping app. And of course, we hope you answer with “Yes” at the checkout, because with us, you collect more than just °Points. Whether you're a customer, partner, or colleague: with PAYBACK, every action becomes a rewarding experience.

PAYBACK is the leading loyalty program in Germany and one of the largest and most effective marketing platforms in the world. As a pioneer of the data economy, we develop all technical solutions ourselves right here in Munich. Development is something you can do with us, too—both for yourself and together with us for the PAYBACK program.

We’re excited to meet you!


YOUR TASKS

  • Data Analysis and Model Training:
    • Analyze existing customer service processes to identify automation potentials
    • Monitor the effectiveness and customer satisfaction of automated and AI-supported systems, and continuously improve them
    • Perform data analysis to enhance existing AI models and derive further use cases

  • Concept and Planning:
    • Participate in the development of a long-term roadmap for customer service automation
    • Design automation use cases in close coordination with Product & Tech

  • Development and Implementation of AI-based Automation Solutions:
    • Assist in the implementation of AI-supported chatbots, voice assistants, and self-service platforms for all PAYBACK markets
    • Independently implement optimizations/flows on the respective platforms
    • Collaborate with IT and data analysis teams to integrate automation tools into existing systems
    • Support the integration into the existing contact center landscape


YOUR PROFILE

  • Completed studies in computer science, business informatics, data science, AI, business administration, or a similar field
  • Understanding of AI technologies, such as NLP, machine learning, and robotic process automation (RPA), as well as a strong process understanding
  • Experience in implementing AI tools in the areas of customer service or customer experience is desirable
  • Several years of relevant experience in customer service, technology implementation, or process automation
  • Experience working with AI-supported platforms like Dialogflow, Parloa, or similar tools
  • Strong communication and problem-solving skills
  • Customer-oriented mindset to design automation in the interest of end-users
  • Knowledge of programming languages and CRM systems is advantageous
  • High level of German and English skills


OUR OFFER

  • Grow like a Pro: Continue learning through individual professional development, grow with us to shape our future together
  • Tasty Breaks: Every visit to our ESSZIMMER tastes like a short visit to Italy – also for vegetarians and vegans
  • Do it your way: In- house KINDERZIMMER, flexible working hours, 30 vacation days and up to 2 days working from home per week
  • Move it, move it: Our bonus program for your well-being - have fun in our 24/7 TURNHALLE and enjoy our goodies for your body and mind during our health weeks
  • Get Together: Meet and spend leisure time with colleagues – in our SPIELZIMMER, at a Coffee Date, be part of our popular Social Days, ski events and seasonal highlights such as Christmas parties, summer parties and team events
  • Easy Going: Coming to the office is not only fun, but also affordable - we cover the costs of your "Deutschland-Ticket"
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