Omnichannel Content Specialist (CXDO)

Omnichannel Content Specialist

Employment Type: 1 Year Contract
Salary: Up to $5,000 per month
Location: Near Paya Lebar MRT
Working Hours: Monday to Friday, 8:30 AM – 6:00 PM

About the Role

As an Omnichannel Content Specialist within the Customer Experience & Digital Office (CXDO), you will be instrumental in transforming the agency’s knowledge base to support an integrated customer service experience across digital and traditional touchpoints. From chatbots and live chats to phone and email channels, you will craft engaging, accurate, and user-centric content that enhances customer interactions and ensures consistency across platforms.

This role is ideal for a creative content strategist with a strong grasp of conversational design, content architecture, and data-driven decision-making.

Key Responsibilities

1. Content Transformation & Development
   • Reframe existing knowledge articles into conversational, bite-sized content suitable for omnichannel delivery.
   • Break down long FAQs into easily navigable subtopics using a hierarchical content structure.
   • Create new content tailored for chatbots, live chat, and digital self-service platforms using a Q&A format and natural tone.
2. Metadata Tagging & Intent Mapping
   • Tag content with relevant metadata for improved searchability and chatbot performance.
   • Develop and maintain intent maps to enhance chatbot understanding and accuracy.
3. Flow-Based Content Design
   • Create decision trees and guided conversation flows for complex user scenarios.
   • Ensure intuitive step-by-step navigation for multi-stage customer queries.
4. Rich Media Integration
   • Integrate images, infographics, and videos to enhance user understanding.
   • Optimize media assets for cross-device compatibility and accessibility.
5. Consistency & Version Control
   • Maintain consistency in tone, accuracy, and branding across all customer touchpoints.
   • Implement version control processes for timely content updates and audits.
6. Personalisation Strategy
   • Segment content based on user profiles or interaction channels.
   • Implement contextual content delivery strategies for improved user experience.
7. Feedback Implementation
   • Design user feedback loops to gather insights on content relevance and clarity.
   • Analyse feedback data to refine and improve knowledge base quality.
8. Chatbot & Omnichannel Optimization
   • Leverage NLP and AI tools to enhance chatbot responsiveness and reliability.
   • Continuously review chatbot logs to resolve inaccuracies and improve flow.
9. Performance Monitoring & Reporting
   • Track usage metrics, interaction trends, and satisfaction scores across platforms.
   • Produce regular performance reports with insights and recommendations for improvement.
10. Cross-Functional Collaboration
    • Work closely with IT, customer service, and communications teams to ensure alignment between content and technical/operational needs.
    • Provide training and support to internal teams on the effective use of omnichannel content.

We regret to inform that only shortlisted candidates will be notified.