What are the responsibilities and job description for the Knowledge Management Specialist position at Columbiasportswear?
ABOUT THE POSITION
Is this the role you are looking for If so read on for more details, and make sure to apply today.
Join our dynamic Customer Care team and play a pivotal role in shaping exceptional consumer experiences for our North American brands. We put the consumer at the heart of everything we do, delivering support that delights and builds loyalty. If you are passionate about designing innovative tools and services that enhance both internal and external operations and consumer interactions, and excited to help transform our contact centers into a loyalty-driven growth engine, then this is your opportunity!
The Knowledge Management Specialist is responsible for creating, editing, and maintaining knowledge base articles for contact center agents and consumers. This role involves managing frequently asked questions (FAQs), creating and defining standard operating procedures, overseeing the overall communications approach for agents and teams regarding knowledge management, and ensuring that all key updates are accurately and efficiently communicated. The Specialist will collaborate closely with training, quality assurance, technology, people management, brick and mortar and eCommerce operations teams. This role will elevate the consumer self-service experience and improve the timeliness and accuracy of support articles used by agents.
Key Responsibilities :
Knowledge Base Management :
- Create, edit, and maintain knowledge base articles for agents and consumers.
- Ensure the accuracy, clarity, and completeness of all knowledge base content.
- Regularly review and update existing articles to reflect new information, products, policies, or procedures.
Frequently Asked Questions (FAQs) :
common inquiries
Communication and Collaboration :
Quality Assurance :
Reporting and Analysis :
the overall knowledge management process.
Experience :
Educational Qualifications :
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