Customer Service Knowledge Specialist
vor 3 Wochen
ABOUT THIS ROLE
Based in Berlin, Audible is seeking a Customer Service (CS) Knowledge Specialist, a vital role within the international Knowledge Management (KM) team in Customer Care. This position will focus on Japanese language localizations for product and feature launches, as well as coordinating such launches globally. The CS Knowledge Specialist will ensure content maintenance and regular audits of our internal and external knowledge bases, while providing crucial support to empower subject matter experts in creating and updating content. They will partner with business teams to support major launches and other high-profile (and often confidential) initiatives. With an in-depth understanding of the Japanese customer base and agent population, the CS Knowledge Specialist will be an advocate and expert for delivering delightful, engaging, and smart content. Customer obsession is the foundation of everything we do in customer service, and we strive to always deliver or advocate for the best customer experiences possible.
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
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