Customer Care Knowledge Manager
Il y a 6 mois
Are you passionate about structuring/managing knowledge for customer service teams and online content for customers (self-care strategy)? Would you like to use your expertise to improve customer satisfaction? Does managing projects in an international context inspire you? Are you ready to take on a new challenge as part of a dynamic, innovative and customer-focused team?
Then Hager Group is the place for you
We're looking for our next** Customer Care Knowledge Manager (M/F/d) **based in **Blieskastel, Obernai or Paris.**
**Your role**
You will join one of the Group Sales & Marketing cross-functional departments, reporting to the Customer Care Manager.
As part of a new position created to support the implementation of a FAQ Web centre and a chat bot for our customers, your main tasks will be/to:
- Organising and structuring knowledge. To do this, your role will be/to:
- Defining, creating, structuring, validating, translating and updating knowledge sources/bases
- Structure and coordinate workflows and define the R&R of the various stakeholders
- Manage content and ensure its continuous improvement. To do this, your role will be to:
- Identifying customers' content needs, ensuring that the content meets them and is published in the right format
- Ensure that the "tone of voice" of the content matches the Hager brand's communication strategy with its customers
- Measure internal and external use of content to ensure continuous improvement
- Build a skills matrix and training programmes for customer service
**Your profile**
- You have a 5-year degree and at least 3 years' experience in analysing and structuring content, in the field of customer services and customer experience, in an international context.
- You are recognised for your rigour and your ability to analyse and summarise.
- You are motivated by continuous learning and the search for new solutions, and have a great capacity for adaptation and a taste for hard work.
- Your pragmatism, your ability to collaborate and communicate your ideas enthusiastically and to bring people together will also be appreciated.
- Fluency in English is mandatory.
- Experience of implementing a chatbot would be appreciated.
**Our offer**
You can expect a position with responsibility and variety in an international and innovative environment and motivated team. We offer intensive integration, an attractive and fair compensation as well as internal and external training.
**Your challenge**
We are available in advance for your specific questions.
Join us now
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