Process Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil Gympass Tempo inteiro
Join Our Team as a Process Specialist

We are seeking a highly skilled Process Specialist to join our Business Transformation team in São Paulo. As a Process Specialist, you will be responsible for creating accurate and customer-oriented content for CX teams, managing databases of CX processes, and analyzing usage data to seek continuous improvement of a centralized repository for frontline teams to access operating procedures and information.

Key Responsibilities:

  • Develop and manage a Knowledge Base for CX agents.
  • Establish standard answers with macros, shortcuts, and agents scripts on a global scale.
  • Make documentation easy to understand and to follow, seeking efficiency and automation.
  • Partners day-to-day with the Process Improvement team and other CX operations areas to translate processes to efficient customer-like guidelines (e.g. tone of voice, easy to understand, standard answers, etc).
  • Coordinate and facilitate regional stakeholders balancing regional needs and standardization needs.
  • Review and maintain the accuracy, organization, readability and style, ensuring consistency and standards.
  • Gather feedback from internal customers, and formulate suggestions for its improvement.
  • Continuously monitor data to report the health and efficiency of the knowledge base and its content, including standard answers usage (macros).
  • Report statistics on knowledge base usage, patterns, trends and any other relevant metrics.

Requirements:

  • Proficiency in Portuguese and English, able to translate content ensuring key messages are understood globally.
  • Excellent verbal and written communication skills, ability to translate complex ideas into easy-to-understand customer support language and action steps.
  • Detail-oriented with outstanding organizational skills.
  • Proven interpersonal and collaboration skills.
  • Analytical skills, ability to translate complex concepts into clear and understandable ideas.
  • Client service mindset, highly responsive, and advocating for customer centricity.
  • Experience with customer experience roles and Zendesk will be considered an advantage.
  • Proficiency with computer and software tools, copywriting and editing skills, skilled in at least one Content Management System (ZenDesk, Atlassian - Confluence, Document, etc.) and HTML, good understanding of content strategy principles and methodologies.

What We Offer:

  • We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team.
  • We offer a competitive salary and benefits package, including health, dental, and life insurance, flexible work arrangements, and a comprehensive wellness program.
  • We are committed to creating a diverse and inclusive work environment, and we welcome applications from candidates from all backgrounds.

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