Knowledge Management Specialist  

Does (The tasks / responsibilities that the role performs to address requirements in Key Result Areas)

• Craft, edit and produce documentation, including spiels and other forms of communication, in compliance with detailed requirements and timelines
• Regularly measures and assess the usability/impact of knowledge base articles (internal and external) through analytics and insights
• Maintains and updates content on a periodic review
• Responsible for explaining, simplifying and condensing information from multiple/different department sources to achieve a standard, unified voice and clarity of purpose
• Ensures accuracy, alignment, accessibility and completeness of information for documentation and cascade
• Coordinates with subject matter experts of various business lines/departments and functional teams (Customer Service, Training, QA, Business Support, Platform and Data, etc.) to determine appropriate objectives and ensure achievement of the same
• Responsible for content management of knowledge base (internal and external)
• Become an expert in the Mynt’s products, services and processes

Displays (The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed)

• Excellent and effective written and oral communication and presentation skills
• Excellent computer skills
• With proven analytical and problem-solving skills and the ability to successfully adapt to changes that impact the needs of business
• Very detail and process-oriented
• Experience in customer service, process documentation/ management and/or any related field
• Possesses the Mynt values

Delivers (The specific outputs / tangible results produced by the role; resources responsible for)

• Ensures that processes and customer support handling are published in the Knowledge Base (internal and external), and cascaded in a timely manner and are understood by support teams, resulting to best customer experience
• Documentation and updating of processes in compliance with regulatory standards
• Expected to directly impact FCR (first contact resolution), agent performance, QA and customer satisfaction
• Craft spiels and communications in line with Mynt (GCash) branding

• Bachelor's Degree from a reputable College or University in Technical of Business field or with experience on writing, business process, communication, customer service or other related fields
• Excellent and effective writing and oral communication skills
• Excellent computer skills
• With experience in a contact center/customer service environment and exposure in process documentation and/or audit
• Experienced writer, editor, content strategist in a customer service or process environment is a plus
• Knowledge in Knowledge Base platforms, content management, CSS/HTML is a strong plus.