Job Description

Shangri-La Customer Engagement & Process Transformation Kuala LumpurShangri-La\'s Customer Engagement and Process Transformation Center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels worldwide.Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, learn, and share knowledge.Growing exponentially, the award-winning Shangri-la CEPT-KL is constantly on the lookout for highly motivated and talented individuals.We\'re looking for someone extraordinary. Someone with a meticulous, innovative mind, skilful, and thirsty for knowledge. Is it you, we\'re looking for?What will you learn and be a part of?

• Manage and update articles in the Knowledge Management system according to the request submitted by the knowledge owner, up-keeping the current articles and disposal of outdated articles.
• Ability to facilitate and create documentation ( eg: SLA, SOP ), flowchart diagrams, and presentation decks.
• Manage the format and language of explicit knowledge so that it is easy for the user to use.
• To work closely with the Project Management Team, Operations Team, and all hotels to make sure articles are managed promptly.
• Understand end-user needs and translate them into knowledge requirements.
• Interacts with business stakeholders and subject matter experts to understand their problems and needs, solve business problems, and as needed, design technical solutions.
• Continuously improve the Knowledge Management framework, which may include keyword matching accuracy and user-friendliness of the system.
• Act as expertise to help the end-user with Knowledge Management System navigation.
• As a point of contact for any defect of the Knowledge Management System, first-level troubleshooting before further escalation.
• Accountable for the maintenance of the Knowledge Management System, issue logs and liaise with users of all levels for resolutions and escalate any issue out of tolerance to the respective team to attend meetings and training.
• Provide support for any ad-hoc task assigned by a superior.

• Strong command of English both written and spoken.
• Excellent spoken and written in Mandarin & Cantonese is an added advantage.
• 2 - 3 years or above experience in a call centre environment.
• Proficiency in utilizing MS Office.
• Excellent communication and interpersonal skills.
• Proactive with a positive mindset and able to work independently under minimum supervision.
• Flexible to changes and has a sense of urgency.
• Can work under pressure and deliver set goals.
• Ability to work under pressure
• Experience in e-learning content development using Articulate 360 and Rise 360 is an added advantage.

• Free stay at any of our Hotels globally (one of a kind in the industry)
• 5-day work week.
• Dental Care
• Earn an attractive monthly salary.
• Discretionary performance-based bonuses and incentives.
• Paid Training and career development opportunities.
• Socso, EPF, EIS and medical insurance coverage.
• Annual Preventive Health Screening.
• Annual Leave.

Shangri-La Hotels & Resorts