Customer Data Analyst

CHINA MOBILE HONG KONG COMPANY LIMITED (\"CMHK\") is the wholly-owned subsidiary of China Mobile Limited (HKEx: 941), which ranks 58th on the Fortune Global 500.

Our company strives to offer superior service experience and to become a first-class service provider in the development of digitalized and intelligent Hong Kong. We are preserving an environment with trust, responsibility and caring. At CMHK, we commit to maximizing people’s potential and paving the way toward success for every striver. We are now inviting high caliber professional to join us.

Division: Customer Service Centre / AI+ Service

Job Responsibilities:

Support the daily operations of voicebot and chatbot platforms by monitoring system performance and escalating issues as needed to ensure service stability.Track and compile conversation data—including intent recognition accuracy, completion rates, and fallback rates—to support performance analysis and reporting.Review and update conversation flows, utterances, and knowledge base content based on user feedback and observed bot behavior.Conduct regular quality checks on bot responses and flag misclassified intents or poor user experiences for with technical teams and customer service staff to gather requirements, report bugs, and follow up on enhancement requests.Maintain training data and expand the bot’s language understanding capabilities by adding new intents, entities, and sample utterances.Prepare operational reports and dashboards to provide visibility into bot performance metrics.

Job Requirements:

Bachelor’s degree in Data Science, Computer Science, Information Technology, Linguistics, Business Administration, or a related discipline.At Least 1 year of experience in chatbot/voicebot operations, customer service, or data analysis is an advantage.Curious and eager to learn about conversational AI and customer experience.Deta