Customer Service Knowledge Specialist
vor 4 Wochen
At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.
ABOUT THIS ROLE
ABOUT YOU
You have great attention to detail and the ability to effectively prioritize, and multi-task multiple time-sensitive projects with a reasonable level of autonomy. You have strong stakeholder management skills, along with a deep awareness of different audiences and communication styles. Maintaining a high pace and flexibility, you are able to work independently on tight timelines.
As a CS Knowledge Specialist, you will
- Translate, localize & copy edit smart and engaging knowledge content from English to Japanese and/or vice versa
- Build strong partnerships with Japan business teams to ensure a smooth information flow
- Create digestible support content that is internal
- and external-facing adhering to style guidelines and the voice of Audible Customer Service
- Develop a continuous maintenance and optimization process for the support content and experience
- Be the Customer Service Knowledge Management (KM) expert for other departments e.g., Marketing and Product and support product and feature launches globally
- Carry out content effectiveness surveys and do analysis of our knowledge bases and surfaces to ensure highest quality
- Be a KM point of contact for KM champions and help build and extend that network across the organization to ensure accuracy and freshness of our content as well as contribute to KM's internal operational efficiencies
- Host recurring KM trainings for KM champions, to support embedding the KM framework into their area of business
- Address knowledge gaps and outdated material in the knowledge bases
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.
Berlin, BE, DEU
Basic Qualifications
- Full fluency in Japanese and proficient use of English
- Experience in the customer service industry or leading customer experience improvements
- Experience using metrics to enhance customer experiences
- Experience in Knowledge Management methodologies
Preferred Qualifications
- Additional language skills
- Proficiency in content management systems (e.g., Salesforce, AMZN Help)
- Exceptional writing and communication skills
- Efficient and effective collaborator, team player, and open-minded
- High intellectual curiosity, creative problem-solving skills and openness to new ideas
- Capable of independently driving work forward, with a positive, proactive "can-do" attitude and strong teamwork skills
- Discipline to understand the value of capturing and disseminating information
- Cultural awareness and flexibility to work within a global organization
- Strong stakeholder management skills
m/w/d
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