AI Customer Service Engineer - Nederland

As an AI Customer Service Engineer, you play a key role in improving, testing and maintaining the AI tools that support our customer service efficiency, including our Email Bot and other automation projects. You bridge technology and operations, ensure our Customer Service Team Leaders are well-supported, and drive innovation that improves overall customer experience.

Responsibilities:

• Lead and align with Team Leaders to resolve escalations, monitor KPIs, and ensure the team adheres to evolving policies and automations
• Review AI-generated responses, identify and correct logical errors, and refine prompts to optimize accuracy, tone, and efficiency
• Develop, iterate and maintain customer service automations in Python, including bug fixes, quality control and implementation
• Design and launch new AI-driven workflows or tools aimed at reducing refunds and improving NPS
• Adjust policies and procedures based on live data
• Build prototypes and test new customer service procedures, measuring impact on refund rates and customer satisfaction