You will be responsible for creating, improving and maintaining content for CE Centre in KB
Creating scripts for service failure responses – planned and ad hoc failures across different mediums.
Produce high quality end user documentation for CEC
The day-to-day activities:
Maintaining accuracy and timeliness of content updates in Knowledge base and any other medium.
Work on all phases of information development for writing and editing SOPs and scripts. Edit, proofread and improve content from NPI
Maintenance and creation of all scripts for CE consumption across various channels.
Assimilate information extracted from SET team and re-write it into a defined style, ensuring that it is clearly articulated and easy to understand for agents and all end users
Maintain continuous interaction with relevant departments on the impact of the proposed content creation(e.g new scripts) and updates maintenance
Maintain knowledge of the system used to house procedures to support accurate and timely delivery to the end user
Respond to feedback from all end users, both frontline and support such as QA and Training teams and respond in timely fashion for all edits.
Communicate and manage the Change Control documentation process to gain final approval on all content prior to publication
Ensure legal and operational compliance of database information in accordance to country.
Ensure compliance with law (e.g. copyright and data protection) to ensure no unlawful data appropriation.
Working alongside the social media manager to create content for the different social media channels when required
Functional - Creation of content, ownership and maintenance of CE KB, Scripts and Macros
People - Working closely with CER Digital Content Manager to ensure consistency across CECs.
The must haves:
Degree educated ideally from an English, marketing or Journalism related degree.
Highly articulate with an excellent command of written English and writing skills.
Strong understanding of content management systems.
Excellent understanding of digital marketing, search engine optimization and social media impacts
