Content Management Coordinator - 24673-1

Location Malaysia
Discipline Call Centre / Help Desk
Job reference 165123
Salary 2800.0
Consultant name Anesha Suman Kiruba
Contact email [email protected]
Contact no. 03-20870000
Contact name Anesha Suman Kiruba
Contact email [email protected]
Contact no. 03-20870000
Content Management Coordinator

The Content Management Team looks into Merchant onboarding, support and quality assurance, with all things related to Content on the client's platform, with daily BAU revolves around producing/gatekeeping in-app content that are in accordance with specified guidelines which covers merchant store configurations and menu setups.

Get to know the Role:

We are looking for a Content Management Specialist to be a part of the Content Management Team in providing merchants Content Updates. We believe a successful candidate is agile and able to work in a fast-paced environment, but if you believe you have what it takes then we’d love to hear from you either way. Scope of role includes below but not limited to:-
  • BAU management by ensuring content updates SLAs, KPIs and performance of the team are met
  • Optimize response rate and content via data analysis within the platform
  • Lead and implement any SOP changes to improve efficiency and quality in providing Content support while ensuring Merchant Experience is not being compromised
  • Active participation in providing inputs for performance improvements
  • Identify bottlenecks and potential internal or external issues relating to Content Support and deliver solutions to resolve such issues

Must Haves
  • You are a good team player and have Heart, Humility, Hunger, Honour
  • You have at least minimum 2 years of experience in customer service roles
  • You have at least minimum 1 year of experience in managing a team
  • You have experience in using in Microsoft Excel & Powerpoint and/or Google Suite equivalent
  • You have strong communication skills, learning curiosity and detailed oriented
  • You have excellent data analysis and data management skills

Good to have
  • Experience with Zendesk, Salesforce or any other relevant tool
  • Experience with copywriting in both English and Malay

Daily activities
  • You are responsible for monitoring the Content Updates team’s performance, ensuring support is provided with excellent quality.
  • You will be providing support to the team on daily basis for daily BAU tasks, should they require any assistance or further clarification
  • You will be working very closely with other functions within the team and also other departments to communicate all things related to the Content Support team.
  • You will also be analyzing data for performance measurement and preparing presentations for stakeholders to provide insights on any performance and process improvements.