Knowledge Specialist Ii

1 semana atrás

São Paulo, Brasil Uber Tempo inteiro
**About the Role**
The Content Specialist role is responsible for providing support to Uber's LoBs (Lines of Businesses), as part of the Regional Content Team (Latam Central Enablement),** and fostering collaboration with our support agents (COE, GL, and BPO) on how to build content that enables them to provide the best experience for our end-users across different channels (In-App, WhatsApp, Automation, Phone, etc).**
The Content Specialists' time would be divided between handling content requests to create internal and external facing content pieces; helping with local content creation, participating in Regional Content Team projects; reviewing, translating & editing Saved Replies, Help Center & Knowledge Base, **delivering high-quality content to all audiences, taken into consideration user experience insights and recommendations, and the area's main KPIs. Also it will be Content Specialist responsibility to keep already published content up to date and aligned with business.**
Content Specialists report to their respective TLs (Team Leads), and are expected to have a strong relationship with the rest of the Regional Content Team, their LoBs, **and the audience who they are creating content for (agents and customers).**
**What you will do?**
- Receive and review content requests (Inputs from LoB - including policies - C360, GSF, etc), evaluate if the information is sufficient and if the request is aligned with the standards defined by Content Team Leads
- Best quality content creation: translate, adapt, edit, update, and mainly develop content based on customer insights (agent and/or users) from the LatAm marketplace
- Continuous improvement: review, provide feedback and propose improvements identified based on deep dive analysis and measure results and impact
- Proactiveness: recognize opportunities to improve workflow and processes based on a data-centric approach (dashboards, scorecards)
- Innovation: propose solutions and ideas that will improve business performance and KPIs foreseeing an end-to-end analysis connecting with other key stakeholders such as CX, AX, and UX.
- Customer Centricity: focuses on creating positive experiences at every stage of the customer journey. Understand our customers and take the necessary steps to create a powerful culture and positive experience by working closely with our users and agents by doing shadowing sessions, ticket reading, and visits
- Learn and master multiple knowledge bases and content management tools and be eager to understand how the tools can be used in an effective manner for the user (help center, KBs, SRs).
**Basic Qualifications**
- Exceptional written and verbal communication skills
- Spanish/Portuguese native language and English intermediate proficiency
- Customer service and process-oriented experience

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