Knowledge Management Analyst (Contact Centre, East)

TDCX (SG) PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading digital CX solutions provider in Singapore is seeking a Knowledge Management Specialist. The role involves creating and managing knowledge articles to ensure agents have accurate and up-to-date resources. Candidates should have at least 2 years of experience in content creation or BPO operations and proficiency in platforms like Zendesk and Salesforce. This position offers attractive remuneration and comprehensive benefits.

Benefits

Attractive remuneration

Comprehensive medical coverage

Premium workspaces

Flexible working arrangements

Career development plans

Qualifications

• 2 years in knowledge management, content creation, or BPO operations.
• Experience with knowledge base platforms preferred.
• Proficiency in handling advanced Excel and presentations.

Responsibilities

• Create and manage knowledge articles and FAQs.
• Ensure knowledge base accuracy and relevance.
• Facilitate knowledge sharing among agents.
• Track knowledge base usage and effectiveness.

Skills

Knowledge Management

Content Creation

BPO Operations

MS Office/Google Workspace

Data Interpretation

Clear Writing Skills

Attention to Detail

Adaptability

Communication Skills

Tools

Zendesk

Salesforce Knowledge

ServiceNow

Job description

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• Premium workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Creating, editing, and updating knowledge articles, FAQs, and other resources used by agents.
• Identifying and gathering knowledge from various sources, including subject matter experts (SMEs), training materials, and customer interactions.
• Ensuring the knowledge base is accurate, up-to-date, and relevant to the needs of the agents and the customer base.
• Promoting the use of the knowledge base and facilitating knowledge sharing among agents.
• Identifying opportunities to improve call centre processes and workflows through knowledge management initiatives.
• Tracking the usage and effectiveness of the knowledge base and making adjustments as needed.
• Working with other teams, such as training, quality assurance, and product development, to ensure alignment and consistency in knowledge sharing.
• Providing training and support to agents on how to use the knowledge base effectively.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Preferably with 2 years in knowledge management, content creation, or BPO operations in call centre/contact centre environments
• Experience with KB platforms (e.g., Zendesk, Salesforce Knowledge, ServiceNow).
• Proficiency in MS Office/Google Workspace (advanced Excel/Slides for workflows).
• Familiarity with basic HTML/CMS for KB platforms (preferred).
• Ability to interpret data to improve KB effectiveness.
• Clear writing skills for complex process documentation.
• Precision in reviewing and structuring content.
• Adaptability to different stakeholders, business models, and projects.
• Excellent verbal and written communication skills in English and the language of supporting market

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.