Knowledge Management Specialist (Customer Service)

DepartmentOperations- LevelEntry Level- LocationIndonesia - YogyakartaThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Create documentations for all process flow, best practices, instructions on how to solve issues, SOPs, and new updates in the SPX knowledge base platforms for the use of CS agents
- Gather information and maintain SPX CS knowledge base to ensure that everything is updated accordingly and relevant to be used by CS agents
- Work with several stakeholders to ensure that new information from SPX which might affect CS agents are well documented and on-time
- Work with other business support teams such as Team Leaders, QA, Trainer, and QME to keep improving knowledge base usability and to ensure all agents are aware of any new updates

**Requirements**:

- Education background: D3 / S1
- Tenure / working experience: At least 1-year experience as CS or similar positions (knowledge management)
- Good Interpersonal skills
- Good time management and can follow deadline
- Attention to details
- Understand process flow Technical Skill
- Data entry and administrative skill
- Google & Microsoft Office (Excel, Word)
- Copywriting
- English skill
- Google Site and HTML familiarity is a plus