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Content Writer - Operations, MY Marketplace

Content Writer - Operations, MY Marketplace

ShopeeKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

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

  • 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).

    • Requirements

  • Bachelor’s degree or equivalent.
  • 2-4 years of experience as a copywriter or content writer.
  • Excellent communication skills in Bahasa Melayu and English, both written and verbal.
  • Experience with a social media handle portfolio is highly desirable.
  • Strong attention to detail and accuracy in content creation and management.
  • Flexible approach with a willingness to adapt ideas to fit brief requirements.
  • Strong interpersonal skills and the ability to work effectively in a team.
  • Capable of working under pressure and delivering within tight timelines when necessary.

    • 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

    Referrals increase your chances of interviewing at Shopee by 2x

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