Cx Communications Agent

2 days ago

Cremorne, Australia Accent Group Full time

**About Us**:
Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 700+ stores, 33 brands and over 35 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, EXIE & 4Workers

**About the role**:
**Your key responsibilities will include**:

- Support with developing, editing and assigning articles in the knowledge base across all external Help Centre’s
- Article updates & new processes/procedures across the external help centres
- Management of content cues across the external Help Centre’s
- Outbound service-related mass communications (bulk comms)
- Developing, editing and assigning articles in the knowledge base across all Internal help centres
- Assist with article updates & new processes/procedures across the internal help centres
- Work with team leaders to ensure agents use the knowledge base accordingly and flag content no longer relevant
- Driving knowledge capture app and ensuring the agents utilise external knowledge base by linking articles. Ensure agents flag any articles that require updates/amendments
- Support with AI content management system and identify any gaps for improvement
- Manage internal ticketing system and ensuring all requests are actioned/triaged in a timely manner
- Copy checks of all internal resources (macros/short hands), ensuring they reflect the correct process and brand tone voice
- Ensure all help centre content is simple, informative and brand appropriate
- Stay up to date on Self-Service industry trends through market research and provide recommendations
- Conducting research and analysis to ensure quality and accuracy in content copy

**To succeed in this role, you will need to have**:

- Experience in the Customer Service industry is essential.
- Experience with Zendesk or similar ticketing system is desirable
- Demonstrated experience in copywriting or content management role is preferred.
- Perfect written and verbal communication skills. Your English needs to be bang on
- Creative thinker with the ability to understand tone of voice
- Ability to work across multiple brands with differing tones & personalities at the same time
- Impeccable attention to detail and seeks to improve
- Ability to work in a fast-paced environment
- Ability to demonstrate initiative and is able to work well autonomously
- Passion for delivering exceptional customer communications
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.
The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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