Customer Information Specialist

7 days ago

Sydney, New South Wales, Australia beBeeKnowledge Full time $96,000 - $108,000

Key Responsibilities:

  • Ensure local translation of knowledge content, assuring cultural relevance to secure accessible knowledge for customers and co-workers
  • Maximize potential and quality of natural language self-serve tools to improve effectiveness and quality of service delivered
About the Role

This role is responsible for creating and maintaining a high-quality knowledge base.

The successful candidate will be passionate about understanding customer behavior and needs, designing a unique experience that exceeds customer expectations.

The ideal candidate will have a good understanding of the complexity of customer support/service and how processes impact the customer and co-worker experience.

They should also have strong knowledge of customer information needs in connection to omnichannel shopping experiences.

Responsibilities:

Ensure local translation of knowledge content, assuring cultural relevance to secure accessible knowledge for customers and co-workers

Maximize potential and quality of natural language self-serve tools to improve effectiveness and quality of service delivered

Provide internal communications to ensure involvement and engagement among local co-workers

Identify learning needs for co-workers, together with Quality Specialists, to enable continuous learning and development

Evaluate and refine knowledge additions from Sales/Resolutions Specialists to secure knowledge standards are followed

  • Develop relevant training programs to enhance the skills of local co-workers
  • Collaborate with global Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant

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