Customer Service Knowledge Base Architect

Monee; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 90,000; Full time

Job summary

Monee in Kuala Lumpur is hiring a Customer Service Knowledge Base Specialist to create and maintain a knowledge base that supports our customer service team. You will produce articles, templates, and guides that help representatives resolve inquiries quickly and accurately.

Collaborating with product specialists and other departments, you'll analyze feedback, update content, and train colleagues on how to use the knowledge base and templates to improve customer interactions.

Qualifications

• Bachelor’s degree or equivalent experience in customer service, communications or related field.
• Excellent written communication with attention to detail.
• Experience with knowledge management or technical writing is preferred.
• Familiarity with customer service software and content management systems.
• Ability to create templates and standardize information for the team.
• Able to work independently and as part of a team in a fast-paced environment.
• Analytical mindset with problem-solving abilities.
• Willingness to work flexible hours including evenings and weekends.

Responsibilities

• Knowledge Base Creation: develop articles, FAQs, and guides for common inquiries.
• Template Crafting: design templates for standard responses and reports.
• Content Management: review and update existing articles for accuracy and clarity.
• Collaboration: work with customer service, product specialists and other departments.
• Feedback Analysis: monitor feedback and adjust content as needed.
• Training Support: assist in training team on using the knowledge base.
• Data Analysis: analyze inquiries to identify content gaps.
• Quality Assurance: ensure content adheres to quality standards and tone.

Skills

Strong written communication

Analytical mindset

Problem-solving abilities

Template creation

Independent + team player

Attention to detail

Familiarity with knowledge management

Education

Bachelor’s degree or equivalent experience in related field

Job description

Monee in Kuala Lumpur is hiring a Customer Service Knowledge Base Specialist to create and maintain a knowledge base that supports our customer service team. You will produce articles, templates, and guides that help representatives resolve inquiries quickly and accurately.

Collaborating with product specialists and other departments, you'll analyze feedback, update content, and train colleagues on how to use the knowledge base and templates to improve customer interactions.