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Content Writer (Knowledge Base & SOP Specialist)
Job Description
- Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
- SOP Implementation: Develop and implement SOP flows and macros for article management.
Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
- Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
- User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
- Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
- Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs.
- End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience.
- Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).
Requirements
- Bachelor’s degree or equivalent.
- 2-4 years of experience as a copywriter or content writer.
- Excellent communication skills in Bahasa Melayu and English, both written and verbal.
- Experience with a social media handle portfolio is highly desirable.
- Strong attention to detail and accuracy in content creation and management.
- Flexible approach with a willingness to adapt ideas to fit brief requirements.
- Strong interpersonal skills and the ability to work effectively in a team.
- Capable of working under pressure and delivering within tight timelines when necessary.
