CRM Administrator - AI Focus

• Own and administer the CRM environment connected to our customer-facing AI bot, ensuring reliable integrations and consistent data flows
• Manage, train, and optimise the AI bot’s knowledge base, training data, and conversational flows to support accurate and effective automated interactions
• Ensure CRM data captured through bot interactions is accurate, structured, and aligned with operational and compliance requirements
• Monitor CRM and bot performance metrics, including accuracy, containment, escalations, and error trends, identifying opportunities for improvement
• Conduct regular quality assurance reviews and knowledge audits to validate accuracy, clarity, and policy alignment
• Configure and refine intents, routing logic, and workflows across CRM and bot environments to improve resolution outcomes and customer experience

• Minimum of 2 years’ experience in customer service operations, CX, knowledge management, CRM administration, or AI/chatbot administration
• Strong analytical and problem-solving skills, with the ability to interpret performance data and drive actionable improvements
• Excellent written communication skills and strong attention to detail
• Working knowledge of AI or chatbot platforms and their integration with CRM systems
• Understanding of NLP concepts or basic machine learning fundamentals
• Experience creating process documentation, workflows, or structured knowledge content
• Familiarity with customer service KPIs and service performance metrics
• Bachelor’s degree in Information Systems, Data Science, or a related field
• Fluency in English

Additional languages are considered an advantage

• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Unlimited access to courses on LinkedIn Learning
• Annual individual training and development budget
• Refer a friend bonus
• Teambuilding, social activities and networks on a multi-national level
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 102.26 EUR per month
• Fully covered Multisport card
• Free coffee, snacks and drinks at the office