Knowledge Management Specialist

Job Description:
Does (The tasks / responsibilities that the role performs to address requirements in Key Result Areas) Craft, edit and produce documentation, including spiels and other forms of communication, in compliance with detailed requirements and timelines Regularly measures and assess the usability/impact of knowledge base articles (internal and external) through analytics and insights Maintains and updates content on a periodic review Responsible for explaining, simplifying and condensing information from multiple/different department sources to achieve a standard, unified voice and clarity of purpose Ensures accuracy, alignment, accessibility and completeness of information for documentation and cascade Coordinates with subject matter experts of various business lines/departments and functional teams (Customer Service, Training, QA, Business Support, Platform and Data, etc.) to determine appropriate objectives and ensure achievement of the same Responsible for content management of knowledge base (internal and external) Become an expert in the Mynt’s products, services and processes Displays (The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed)


Excellent and effective written and oral communication and presentation skills Excellent computer skills With proven analytical and problem-solving skills and the ability to successfully adapt to changes that impact the needs of business Very detail and process-oriented Experience in customer service, process documentation/ management and/or any related field Possesses the Mynt values Delivers (The specific outputs / tangible results produced by the role; resources responsible for)


Ensures that processes and customer support handling are published in the Knowledge Base (internal and external), and cascaded in a timely manner and are understood by support teams, resulting to best customer experience Documentation and updating of processes in compliance with regulatory standards Expected to directly impact FCR (first contact resolution), agent performance, QA and customer satisfaction Craft spiels and communications in line with Mynt (GCash) branding Minimum Qualifications:
Bachelor's Degree from a reputable College or University in Technical of Business field or with experience on writing, business process, communication, customer service or other related fields Excellent and effective writing and oral communication skills Excellent computer skills With experience in a contact center/customer service environment and exposure in process documentation and/or audit Experienced writer, editor, content strategist in a customer service or process environment is a plus Knowledge in Knowledge Base platforms, content management, CSS/HTML is a strong plus.