Knowledge Management Specialist
Mynt
- Taguig, PhilippinesW Global Center, 9th Avenue, Taguig, Metro Manila, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
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
Trình độ tối thiểu
- 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.
Đặc quyền và lợi ích
- Mobile Phone Discount
- Special Leave Benefits for Women
- Single Parent Leave
- Gym Membership
- Paid Holidays
- Medical / Health Insurance
- Paid Sick Leave
- Employee Discounts
- Performance Bonus
- Paid Bereavement/Family Leave
- Life Insurance
- Paid Vacation Leave
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Once in a while
- Địa chỉ văn phòng
- W Global Center, 9th Avenue, Taguig, Metro Manila, Philippines
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- www.mynt.xyz
Về Mynt
Mynt is a local leader in mobile financial services focused on accelerating financial inclusion through mobile money, micro-loans, and technology. As a subsidiary of Globe Telecom, Ant Financial (an affiliate of Jack Ma's Alibaba), and Ayala Corporation, Mynt is now in a path in becoming a global mobile payment brand.
We are committed to exploring innovative and non-traditional avenues towards microfinance, leveraging telecommunications infrastructure and mobile money platform.
We are motivated by technology and how fast it can change the world.
We are driven by innovation and how it can change lives.
Mynt is looking for individuals who have the burning passion to innovate, strong drive to excel, and endless commitment and pursuit to make a positive impact in our society.