Customer Service Knowledge Base Specialist

Monee; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Monee in Kuala Lumpur is seeking a Customer Service Knowledge Base Specialist to build and maintain our knowledge base, ensuring accuracy and clarity for the customer service team.

You will create articles, FAQs, and templates, collaborate with product and support teams, and monitor content quality to keep information current for customers across Southeast Asia.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Strong written communication with attention to detail and clarity in conveying information.
• Experience in customer service, knowledge management, or technical writing preferred.

Responsibilities

• Knowledge Base Creation: develop and maintain articles, FAQs, and guides addressing common inquiries and issues.
• Template Crafting: design templates for standard responses, reports, and documentation to streamline communication.
• Content Management: review and update existing KB articles, removing outdated content to ensure accuracy.
• Collaboration: work with customer service, product, and other departments to gather insights for improving KB and templates.
• Feedback Analysis: monitor team feedback and adjust content accordingly.
• Training Support: assist in training staff to effectively use the KB and templates.
• Data Analysis: analyze inquiries to identify trends needing new KB content.
• Quality Assurance: ensure KB content adheres to company standards for quality and language.

Skills

Written communication

Analytical mindset

Independent worker

Team collaboration

Education

Bachelor's degree

Tools

Customer service software

Knowledge management systems

Job description

Customer Service Knowledge Base Specialist

Experienced (Individual Contributor) Kuala Lumpur

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

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.