Customer Operations Knowledge Management Lead

Job Description:

• Lead a team to develop education content for customer service agents in various formats such as articles, videos, slides etc.
• Coordinate with internal and external stakeholders in producing learning materials
• Ensure all materials are published in a timely manner
• Conduct learning sessions for customer service agents
• Monitor a system used to keep track of issues / dispute cases and how to solve them for future reference

Requirements:

• Minimum Bachelor’s degree in any related field from a recognized university
• Minimum 5 years of working experience
• Team management experience
• Strong presentation and communication skills
• Proficient in English and Thai; able to develop materials and communicate well in English
• Prior experience in knowledge management is a must
• Prior experience in customer service or e-commerce is an advantage