Content Analyst – São Paulo

Líder e Gestão

*NÃO ENVIE CURRÍCULO SEM TER O PERFIL SOLICITADO! SEU CURRÍCULO SERÁ DESCARTADO NESTE CASO.

Título: Content Analyst

Cidade/Estado: São Paulo / São Paulo

Descrição:

Job Description:Complete understanding of all Shopee operations topics including topics related to Shopee policies, Shopee platform and tools, Operations and standard operating procedures, staff KPI.Write, edit customer service contents/Communication scripts/Help contents to standardize customer service related information, appropriate word choices, and tone for service agent’s communication, enabling good customer experience, adhering to company guidelines including a check for errors in grammar, punctuation, and style.Develop communication content, core messages, communication tips, slides, handouts, infographics, posters, FAQsCorrect, curate and update knowledge/content/changes in all related knowledge-based tools within the expected timelineEstablish knowledge sharing and communication method to ensure that employees are able to access the information easily and effectivelyCreate knowledge and communication verification method to ensure the target teams have received, clearly understood, and can use the knowledge to perform tasks effectivelyIdentify feedback channels and reinforce response expectations – Responding promptly to service agents’ questions and feedbackAdhere to strict deadlines, get things done – ensure that quality work is delivered on time-Systematically record and track all changes requests/communications. Enable knowledge change management process, record and track and create weekly/monthly analytical data report to relevant stakeholdersAnalyze the data from multiple sources to identify the effectiveness of existing knowledge content & communication, as well as their utilization and makes course corrections in the knowledge/content/communication processRequirements:Bachelor’s degree in mass communication, organization learning and development, marketingProven experience in content development, communications, and/or technology marketing in an e-commerce or technology service environmentDemonstrated understanding of knowledge management principles (capture, authoring, verifying and organization and utilizing of information) and capacity to deliver knowledge management and/or organizational learning activitiesAbility to translate complex ideas and information into organized, guided, virtualized resources to enhance end-user, self-service experience.Excellent writing and editorial skills. Able to write and edit with speed and have an eye for detail and accuracy, displaying a strong knowledge of Thai and English grammar and the ability to create clear, engaging, and informative text/communication scripts that appeals/engage/maintain good relationships and experience with customers.Excellent communicators; can build relationships and experience in working directly and independently with key stakeholders, team members, technical experts, and professional staff.Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.Demonstrated ability to prioritize, organize, and facilitate effectively to manage multiple projects to meet tight deadlines.

 

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