Job Description:
SOP Development and Implementation:
- Collaborate with cross-functional teams to design new Standard Operating Procedures (SOPs) for CS processes
- Improve existing SOPs based on analysis, feedback, and best practices.
- Ensure SOPs align with relevant policies, regulations, and business objectives.
Content Quality Review and Optimization:
- Config and review Knowledge Base and Help Center articles to ensure accuracy, consistency, and compliance with internal policy and style guidelines.
- Identify outdated, redundant, or unclear content propose and implement improvements to enhance readability and customer experience.
Process Analysis and Evaluation:
- Establish and monitor Agent/ User communication process frameworks, including regular checklists, and review cycles.
- Monitor Agent and Customer feedback, search queries, and article performance metrics to identify content gaps and areas for improvement.
- Provide guidance to article contributors on best practices in knowledge writing and content maintenance.
Requirements:
- Experience in content structuring, technical writing, or knowledge management, preferably in e-commerce or tech platforms. Familiarity with knowledge base tools, Help Center platforms and understanding of UI/UX principles
- Strong communication and writing skills, with the ability to deliver information clearly and effectively. Fluency in English and Vietnamese is essential.
- Analytical mindset with experience using metrics (e.g., article views, resolution rates, CSAT) to drive improvements.
- Strong collaboration across cross-functional teams.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Bonus Points:
- Experience in e-commerce or retail industries.
- Background in customer support or product operations
Other information:
- Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)
