Content Specialist

We are seeking a Content Specialist to develop high-quality articles and content for our knowledge base. As a Content Specialist, you will work closely with our customer care teams and stakeholders to create clear and concise content that meets our knowledge management strategy and guidelines.

The role involves developing, auditing, and maintaining content such as knowledge articles, how-to guides, FAQs, and informational articles. You will also validate your content with local champions to translate it to local audiences and collaborate with other team members to ensure messaging is aligned across all touchpoints.

We are looking for a candidate with excellent writing and creative problem-solving skills, who is tech-savvy and can derive data insights from quantitative and qualitative research. The ideal candidate will be a self-starter, a team player, and have a customer-first mentality.

As a Content Specialist, you will have the opportunity to work in a dynamic and international team, with a hybrid work model in Marly, Valenciennes. You will have access to modern office facilities in Olivia Business and be part of a passionate and dedicated team.

We are looking for someone who is enthusiastic about creating intuitive, future-proof, and scalable content. If you are a detail-oriented individual with a can-do attitude and excellent communication skills, we encourage you to apply for this role.

Main Responsibilities:

• Create and update existing customer-facing knowledge content in a clear and concise way, across various channels.
• Validate your content with local champions to translate your content to local audiences.
• Validate and update existing Customer Services process documents and process maps.
• Transform existing process documentation into readable and easy to use instructions for CC and customers.
• Use qualitative and quantitative data, as well as key business metrics, to measure the impact of your work and transform those insights into new designs and content.
• Collaborate with other Knowledge Authors and Knowledge Champions to ensure messaging is aligned across all touchpoints, in line with our standards and guidelines.
• Develop, audit, and maintain high-quality content for CC teams in a way that can also be utilised by customers through self-service.
• Work alongside product owners, UX specialists, analysts, Customer Care experts, and many others to develop and implement our service strategies through your writing.

Qualifications & Skills:

• At least 1 year hands-on writing experience in a service environment, e-commerce, UX, or similar capacity.
• Fluent English.
• Excellent writing and creative problem-solving skills.
• You excel at creating intuitive, future-proof, and scalable content.
• You are tech-savvy and have a good understanding of how to derive data/insights from quantitative and qualitative research.
• You bring a can-do attitude and work well in a (remote) team.
• You love feedback, responding with creative thinking and value-adding iterations.
• You like working with people of diverse backgrounds, cultures, and areas of expertise.
• You are great at managing multiple projects and stakeholders.
• Self-starting team player.
• Pro-active working style.
• Detailed-oriented.
• Customer first mentality.
• Getting-things-done focus, excellent at balancing short-term results with long-term objectives.