Knowledge Management Professional

7 days ago

Singapore beBeeContent Full time $4,000 - $6,000
Job Overview

We are seeking a skilled professional to join our team as a Content Knowledge Specialist. In this role, you will play a critical part in creating, editing, and updating knowledge resources used by customer support agents.

This is an excellent opportunity to work with a global organization and contribute to the development of our customer experience solutions.

  • Main Responsibilities:
  • Create, edit, and update knowledge articles, FAQs, and other resources used by agents.
  • Identify and gather knowledge from various sources, including subject matter experts (SMEs), training materials, and customer interactions.
  • Maintain the accuracy, currency, and relevance of the knowledge base for the benefit of both agents and customers.
  • Promote the effective use of the knowledge base and facilitate collaboration among agents.
  • Identify opportunities to enhance call centre processes and workflows through knowledge management initiatives.
  • Monitor the usage and effectiveness of the knowledge base and make adjustments as needed.
  • Collaborate with other teams, such as training, quality assurance, and product development, to ensure alignment and consistency in knowledge sharing.
  • Provide training and guidance to agents on utilizing the knowledge base efficiently.
Required Skills and Qualifications
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Knowledge of content management systems and software.
  • Experience in creating and editing knowledge articles and FAQs.
Benefits

We offer a competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off.

Others

We value diversity and inclusion in the workplace and welcome applications from qualified candidates from diverse backgrounds.

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