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Multichannel Content Strategist, Digital Experience and Insights Team

2 weeks ago

Singapore SKILLSFUTURE SINGAPORE AGENCY Full time
Job Overview

The SKILLSFUTURE SINGAPORE AGENCY is seeking a highly skilled Multichannel Content Strategist to join our Digital Experience and Insights Team. This key role will focus on driving the transformation of our agency's knowledge base to support an omnichannel customer service approach.

Key Responsibilities

- Develop and implement a content strategy that aligns with our omnichannel customer service goals
- Transform existing knowledge articles into conversational, user-centric content suitable for multiple channels
- Restructure content by breaking down long FAQs into shorter, digestible chunks
- Implement metadata by tagging content with relevant keywords and categories
- Develop and maintain intent mapping to help chatbots accurately understand and respond to user queries

Requirements

- 3-5 years of experience in content strategy, knowledge management, and development, or customer experience design
- Strong understanding of omnichannel customer service principles and conversational AI
- Excellent writing and editing skills, with the ability to adapt tone and style for different channels
- Experience with chatbot platforms, CRM systems, and content management tools

Benefits

This role offers the opportunity to work closely with IT, customer service teams, and other relevant departments to align content with technical capabilities and operational needs.