Cs Supervisor

Petaling Jaya, Selangor, Malaysia

Job Description


Primary Responsibilities: * Knowledge Repository Management: Develop and maintain a centralized knowledge repository or database where information, documents, and insights are stored in an organized manner, which are uploaded into external knowledge based.

  • Article Curation: Ensure that the knowledge repository is up-to-date, relevant, and well-organized. Curate content to make it easily accessible by customers.
  • Training: Develop training programs to educate new employees and existing staff on how to access and contribute to the knowledge management portal.
  • Technology Implementation: Explore and implement new features related to knowledge management tools and technologies with the support & guidance\'s of enterprises team.
  • Quality Assurance: Ensure the accuracy and quality of all information stored in the knowledge repository. Implement measures to validate and update content regularly.
  • Collaboration with Departments: Work closely with different departments to consolidate information and articles needs and collaborate on creating and maintaining relevant content available for customers in knowledge portal.
  • Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives. Track usage, engagement, and the impact on performance of our call drivers.
  • Continuous Improvement: Identify opportunities for continuous improvement in knowledge management & processes. Seek feedback from users and stakeholders to enhance the knowledge-sharing experience.
  • Change Management: Implement changes to knowledge management processes with a focus on change management principles. Ensure that internal stakeholders are informed and updated with the progress happening at digital customer service.
  • Responsible for ensuring there are continuous automation initiatives to increase productivity self-serve enquiries by customers.
  • Providing strong support to customer care team & the manager in any area flexibly whenever required.

Amway

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Job Detail

  • Job Id
    JD1057986
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Petaling Jaya, Selangor, Malaysia
  • Education
    Not mentioned