Content Writer - Operations, MY Marketplace

Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join or sign in to find your next job

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Content Writer - Operations, MY Marketplace

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Shopee Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the

Content Writer - Operations, MY Marketplace

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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

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