id: MDIxOTE5MDIwMDAwMjMgMjYx

reference: 02191902000023

documentId: 02191902000023

connectionPointId: 261

Stillingstittel: Content Manager (Customer Service)

Stillingsbeskrivelse:

We offer the rare opportunity to change the world such that everyone around you can use the services you've been part of building. We're not just another web application; we're changing one of the world's largest industries. Join a motivated, hard-working and passionate team in a dynamic and energetic startup environment.

Role summary

As a content manager, you will be responsible for developing and maintaining an externally facing help content for customers, as well as an internally facing knowledge base for our Customer Service teams. Your ultimate goal is to measure content effectiveness and how often the content leads to customer self-service (not needing customer service support) and how many scenarios our customer service teams face that do have appropriate content associated with it with a roadmap to improve both metrics over time. You will identify and implement technology solutions to manage and promote content more effectively (eg contextual help, chatbot).

What you will be doing

Gelato is seeking an experienced Content Manager to support with the customer service team. In this role, you will be responsible for developing an externally facing help content for customers, as well as an internally facing knowledge base for our Customer Service teams. Your ultimate goal is to build sets of content (across multiple languages) that can be used for a chatbot, customer service agents and customers, measure its effectiveness at deflecting contacts, and continuously improve content and content coverage to ensure all scenarios have related material. You will collaborate cross-functionally to create helpful content for customers and our customer service teams. You will identify and implement technology solutions to manage and promote content more effectively (eg contextual help, chatbot). You are a confident writer and an analytical person and deeply passionate about improving the customer experience through customer effort reduction. This role is a fixed term (temporary) role, based in Oslo, Norway.

Who you are

In order to be successful in this role, you will have a few years of experience in the Customer Service or Customer Experience field. Your track record will show that you are an accomplished project manager. However, the most important asset you will bring to this role is your personality. You are not customer oriented, you are customer obsessed. When we call your references they will tell us how you always go above and beyond for customers in an effort to always exceed their expectations.

• Besides these experiences and attributes we would like to see evidence of the following in your background:
• A Bachelor's degree in Business Administration or relevant field with excellent academic results.
• A track record of project management with evidence of customer-focused results and on time delivery.
• Data analysis skills with experience advocating for customer improvements.
• Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive). Past experience in technical support, technical writing, or content management is preferred.
• Ability to convert technical information into helpful customer-facing material.
• Decision Making/ Complex Problem Solving- system thinker who proactively gathers the right data from appropriate sources to make the right decisions.
• Innovative thinker who bridges the gap between adhering to details and staying aligned with long term plans on one hand and thinking big and challenging the existing processes on the other hand.
• Can act decisively, promptly and confidently.
• Proficiency in basic graphic design and video production tools is helpful.
• Native English speaker.

What we offer

This role represents an opportunity to join a fast growing company with a true focus on customer care. We are an entrepreneurial organisation at heart and for the right candidate, there is no limit to what good ideas and initiatives can bring in terms of impact. You will have an opportunity to truly change the way we operate and join a team full of ambitious colleagues that have the same ambitions and goals as you do.

Se annonse

PAM

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C2631

abstractJV_contact_0: See jobabstractJV_description

contractTypeCodes_0: fulltime

Arbeidsgiver Navn: GELATO AS

source: NAV