Customer Experience- Content Management Officer

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: August 10, 2023
  • Salary: Negotiable

About the job

We are currently recruiting for Content Management Officer for Customer Contact Centre in Doha. As a Content Management Officer, you will be responsible for the maintenance and the day-to-day support of preparing and publishing content to the Contact Center Knowledge base build on Sharepoint. In additional to writing, you will be editing and proofreading site content, will also work closely with project teams and editors to coordinate the site content and make sure it caters to the needs of the Contact Centre audience and coordinate with QR IT to maintain site standards with regard to new site feature development.

Specific Responsibilities For The Role Include

  • Maintenance and development of the CC Knowledge base to ensure all content is up to date.
  • Preparing content for publishing via Sharepoint, including lists, libraries and pages to ensure CC staff can efficiently access required information.
  • Provide guidance to CC KB users to ensure all CC staff in order to understand how to find required information.
  • Resolve 1st and 2nd Tier end-user questions concerning site features and content to ensure constant improvement of CC KB.
  • Meeting with Quality and Training teams to plan and develop site content, style and appearance to improve user-friendliness.
  • Analyze requirements and usage data to suggest enhancements of the CC KB to users and CC Management.
  • Administration of permissions for CCKB users to ensure only authorized personnel access the CC KB.
  • Quickly and efficiently resolves incoming telephone and E-mail requests for assistance from users experiencing problems with CC knowledge base.
  • Promoting information about the CC knowledge base to Contact Center staff to increase overall CC KB utilization.
  • Carrying out quality assurance checks on content to ensure all site features are working and content is up to date.
  • Reporting technical problems to IT support staff to ensure issues are resolved within short timeframes.
  • Dealing with legal issues, such as copyright and data protection to ensure compliance with related laws.

About You

To be successful in the role, you must have the following qualification and skills:

  • Bachelor Degree Qualification with minimum 4 years of job-related experience
  • Good understanding of Contact Center Services
  • Good organizational skills and the ability to meet deadlines.
  • Good understanding of online writing issues, such as house style and content structure.
  • An excellent grasp of English grammar, punctuation and spelling,
  • Excellent interpersonal and communication skills.
  • Project management skills
  • Creative skills to find interesting ways to present information and to generate new ideas.
  • Attention detail, specifically on proofreading.
  • Experience in SharePoint 2007/2010/2013 administration
  • Familiarity with HTML

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