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Our Service team needs a talented teacher for our chat bot who can create positive customer experience as well as be our customer service voice on social media. We are looking for that one person who will help our team to analyze customer behavior on these channels on support us with translating the processes & procedures into easy to understand content pieces to be used on our website, in transactional emails, external & internal knowledge base and training material.
The ideal new team member will understand how to tell a long story while keeping it easy to digest for the customer. This position requires a high level of creativity as well as the ability to use data-driven insights to improve and expand on existing material.
What does an average week look like?
Our Service team is a key player in many local and global projects so there is never a boring day. Expect to start your week with reviewing the chat communication with our customers and identify what are the top questions that the customers ask our chat bot. Check what the bot not understands from questions and train him in proper process that he should recognize. In the event whereby the intent is not built yet, cooperate with team to create an answer flow that covers the question. Customer service questions are popping up on social media channels as well, so this needs a daily monitoring and communication towards customers for public & private messages. Keep up to date with all updates and changes connected to our internal or external processes. Be part of automation sub projects that are connected to customer self-service. Hop on to weekly quality and operational meetings to support external CS team.
Ensure that all customer facing support content is relevant and located in the right part of the customers’ online journey.
Develop comprehensive documentation that meets organizational standards.
Obtain a deep understanding of processes to translate service information into simple and engaging content.
Write user-friendly content that meets the needs of the target audience, turning data-driven insights into improved or new self-support content.
Evaluate current content and develop innovative approaches for improvement.
Research, outline, write, and edit new and existing content, working closely with various departments to understand cross departmental processes.
Independently gather information from subject matter experts to develop, organize, and write procedure manuals and process documentation.
Review and update user-generated content to align with the moderation policy for each platform.
Handle crisis management, bad reviews, and negative news.
Support automation projects connected to customer service.
Ability to think on your feet and make the right call when addressing hot topics.
Keen, customer-oriented with excellent multitasking, time management, and organizational skills.
Demonstrated experience as a Social Media Marketer or a Digital Media Specialist
Exceptional consulting, writing, editing
Experience with Zendesk
Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.
Experienced in knowledge monitoring and improvement methodologies.
Bachelor level or working experience.
2+ years' experience in a content writing role for service or marketing purposes.
Able to operate in a fast paced, dynamic environment and able to work under pressure.
Excellent written and verbal communication skills in English.
A team player with excellent interpersonal skills.
Social Media and Chat Flow Specialist
Corporate Office – Brisbane Office
Metro Complex , Level 1
Regular Full-TimeJob Id 36373
Job available in 2 locations
Murarrie, Queensland, AustraliaSingapore, Singapore