Customer Service Knowledge Base Specialist

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

About The Team

The Customer Service Knowledge Base Specialist will be responsible for creating and managing the knowledge base that supports our customer service team. The goal is to ensure that our customer service representatives have access to accurate and helpful information to assist customers effectively.

About The Team

The Customer Service Knowledge Base Specialist will be responsible for creating and managing the knowledge base that supports our customer service team. The goal is to ensure that our customer service representatives have access to accurate and helpful information to assist customers effectively.

Job Description

• Knowledge Base Creation: Develop and maintain a comprehensive knowledge base by creating articles, FAQs, and guides that address common customer inquiries and issues.
• Template Crafting: Design and create templates for standard responses, reports, and documentation to streamline communication for the customer service team.
• Content Management: Regularly review and update existing knowledge base articles and templates to ensure accuracy, relevance, and clarity. Remove outdated content and replace it with current information.
• Collaboration: Work closely with the customer service team, product specialists, and other departments to gather insights on common customer questions and challenges to improve the knowledge base and templates.
• Feedback Analysis: Monitor feedback from customer service representatives regarding the usefulness of knowledge base articles and templates, making necessary adjustments based on team input.
• Training Support: Assist in training customer service representatives on how to effectively utilize the knowledge base and templates to enhance their customer interactions.
• Data Analysis: Analyze customer inquiries and interactions to identify trends and areas where additional knowledge base articles or templates may be needed.
• Quality Assurance: Ensure that the knowledge base and templates adhere to company standards for quality, tone, and language.

Requirements

• Bachelor’s degree or equivalent experience in customer service, communications, or a related field.
• Previous experience in customer service, technical writing, or knowledge management is highly preferred.
• Strong written communication skills with attention to detail and the ability to convey complex information clearly.
• Familiarity with customer service software and knowledge management systems.
• Experience in creating templates and standardizing information for team use.
• Ability to work independently and as part of a team in a fast-paced environment.
• Analytical mindset with problem-solving abilities.
• Availability to work flexible hours, including evenings and weekends, as required.