Content Writer - Operations, MY Marketplace

Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Content Writer - Operations, MY Marketplace role at Shopee

• Article Creation and Establishment : Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
• SOP Implementation : Develop and implement SOP flows and macros for article management. Content Maintenance : Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
• Review and Assessment : Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
• User Traffic Analysis : Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
• Knowledgebase Analysis : Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
• Interface and Algorithm Alignment : Ensure that the knowledgebase interface and algorithm setup meet operational needs.
• End-to-End Journey Implementation : Develop and implement end-to-end journey establishment to enhance the overall user experience.
• Benchmarking and Performance Analysis : Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).

Job Description

Requirements

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

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