Get to know our Team:
Customer Experience (CE) team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals.
Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
You will be responsible to coordinate with CE Digital Content Designers to create, improve and maintain all Digital content for CE Centre.
Working with Grab Marketing and PR team on creating and obtaining approval for appropriate scripts and service failure responses on digital and social media channels as well as agent scripts.
Coordinating all emergency responses for CE centres that has impact on customers.
Collaborating with Quality and Training teams to ensure all training and production content on KB and any other channel is maintained accurately and updated in timely manner.
The day-to-day activities:
You will be overseeing and working with CE Digital Content designer to ensure the following:
- 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
- Assimilate information extracted from BPI and re-write it into a defined style, ensuing that it is clearly articulated and easy to understand for agents.
- Work on all phases of information development for writing and editing SOPs and scripts
- Maintain continuous interaction with relevant departments on the impact of the proposed document creation 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.
- 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)
- Ensure compliance with law (e.g. copyright and data protection) to ensure no unlawful data appropriation.
- Schedule regular reviews of the knowledge base to identify areas that need to be updated / expanded
- Keeping up to date with industry best practice and monitoring content activities
- Working alongside the social media manager to create content for the different social media channels.
- Edit, proofread and improve content from NPI
- Liaise with content writers of Help Centre or other mediums to ensure brand consistency
- Optimize content according to SEO
- Analyze traffic in KB and users engagement metrics for improvements
- Stay up-to-date with developments and generate new ideas to draw audience’s attention
The must haves:
- At least 5 - 8 years of prior working experience as a content manager or copywriter in a customer centric / customer experience division is preferred.
- Degree educated ideally from an English, marketing or Journalism related degree.
- Strong understanding of content management systems.
- Excellent understanding of digital marketing, search engine optimisation and how social media impacts this.
- Articulate and professional communication skills.
- Passionate and results driven individual.
- Good writing skills and excellent command of English language is essential
- Basic technical knowledge of HTML and web publishing
- Knowledge of SEO and web traffic metrics
- Familiarity with social media
- Creative minded with an ability to conceive interesting ideas for new content.
