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Knowledge Base Content Specialist
Location:
Auckland
Category:
Communication
Date Posted:
21-May-2019
Application Close Date:
24-May-2019
Job Reference:
1396543
Position Type:
Permanent
View Attachment:
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NZ Post's National Contact Centre provides an outstanding customer experience to our senders and receivers. We have 120+ Customer Service Reps, handling 6000+ calls and 2000+ email / social media queries every day. In order to provide the best advice and solutions, our CSRs need one source of truth about NZ Post's diverse products, services and policies… which is why a comprehensive Knowledge Base is so important!

Right now, we're looking for a Knowledge Base / Content Management Specialist to join our National Contact Centre team. This role has become available as one of our team members is retiring after 22 years with NZ Post!

What will I be doing?

  • Create, review and maintain written knowledge base content, landing pages and multimedia solutions. 
  • Ensure content adheres to web writing guidelines and the language of effortless service.  
  • Improve and simplify the presentation of content to increase usability.
  • Interact with subject matter experts to ensure content is accurate and up-to-date. 
  • Identify knowledge gaps via the analysis of performance data, customer and CSR feedback.

Who are we looking for?

  • 2+ years' experience in a knowledge base / content management role.
  • Knowledge of content management tools, including HTML coding and digital file management (Winscp).
  • Ability to write content that is accurate, concise and fit for an audience of CSRs and customers.
  • Confident communication skills and the ability to relate to a wide range of people.

This is a brilliant opportunity to put your content management and technical writing skills to work with an iconic Kiwi brand, where you'll have loads of opportunity to develop your career. You'll join a dedicated team that is passionate about delivering an exceptional customer experience and enjoy the satisfaction of seeing your work make a positive impact on our customer service team and customers.

Apply now or visit NZ Post's Careers website www.nzpost.co.nz/careers to view the JD. For further information, contact Yvette Knight (Talent Sourcing Specialist) on 0275463148. 

Applications close on Friday 24th May 2019.

All applicants will be required to provide proof of their eligibility to work in New Zealand. Appointees will be subject to a security check and may be required to undertake drug, alcohol and / or credit checks.