Customer Service Knowledge Base Specialist

About the team

The Customer Service Knowledge Base Specialist will be responsible for creating and managing the knowledge base that supports our customer service team. The goal is to ensure that our customer service representatives have access to accurate and helpful information to assist customers effectively.

What you'll do

• Knowledge Base Creation: Develop and maintain a comprehensive knowledge base by creating articles, FAQs, and guides that address common customer inquiries and issues.
• Template Crafting: Design and create templates for standard responses, reports, and documentation to streamline communication for the customer service team.
• Content Management: Regularly review and update existing knowledge base articles and templates to ensure accuracy, relevance, and clarity. Remove outdated content and replace it with current information.
• Collaboration: Work closely with the customer service team, product specialists, and other departments to gather insights on common customer questions and challenges to improve the knowledge base and templates.
• Feedback Analysis: Monitor feedback from customer service representatives regarding the usefulness of knowledge base articles and templates, making necessary adjustments based on team input.
• Training Support: Assist in training customer service representatives on how to effectively utilize the knowledge base and templates to enhance their customer interactions.
• Data Analysis: Analyze customer inquiries and interactions to identify trends and areas where additional knowledge base articles or templates may be needed.
• Quality Assurance: Ensure that the knowledge base and templates adhere to company standards for quality, tone, and language.

Requirements

• Bachelor’s degree or equivalent experience in customer service, communications, or a related field.
• Previous experience in customer service, technical writing, or knowledge management is highly preferred.
• Strong written communication skills with attention to detail and the ability to convey complex information clearly.
• Familiarity with customer service software and knowledge management systems.
• Experience in creating templates and standardizing information for team use.
• Ability to work independently and as part of a team in a fast-paced environment.
• Analytical mindset with problem-solving abilities.
• Availability to work flexible hours, including evenings and weekends, as required.