Job Description

Location:Petaling Jaya (46100) -Salary:CompetitiveType:PermanentMain Industry:Other Industries & Skills:Customer Service & Call Centre ManufacturingAdvertiser:Job ID:131022435Posted On:30 August 2024Primary 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\xe2\x80\x99s 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.

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