Omnichannel Content Specialist (1-Year Contract) - Pasir Ris
Salary: Up to $5,000/month
Working Hours: Monday to Friday, 8:30 AM – 6:00 PM
Key Responsibilities:
- Content Strategy & Development: Reframe knowledge articles into concise, user-friendly formats across various channels, including chatbots and live chat.
- Metadata & Intent Mapping: Tag content for optimized searchability and chatbot accuracy.
- Conversational Flow Design: Build guided, decision-based content flows to address complex customer needs.
- Media Integration: Incorporate visuals and multimedia to enhance understanding and user engagement.
- Version Control & Content Consistency: Maintain branding, tone, and accuracy across all platforms.
- Personalization: Tailor content delivery based on user profiles and channels.
- Customer Feedback & Optimization: Collect and analyze feedback to improve content effectiveness.
- Chatbot Enhancement: Refine chatbot interactions using AI and NLP tools through continuous testing and log reviews.
- Performance Tracking: Monitor content performance and generate actionable reports.
- Collaboration & Training: Work cross-functionally with IT, customer service, and comms teams to align content with operational needs. Support internal users in content adoption.
Requirements:
- Experience: 3–5 years in content strategy, digital communications, UX writing, or customer experience design
- Technical Skills: Proficiency in CMS, chatbot tools, and CRM platforms. Experience with decision trees, intent mapping, and conversational flows is an advantage
- Content Expertise: Strong writing and editing skills with a focus on clarity, tone, and usability
- Analytical Thinking: Ability to interpret data and user behavior to drive content improvements
- Collaboration: Strong interpersonal and project coordination skills with a stakeholder-focused mindset
- Knowledge: Familiarity with omnichannel service environments, conversational AI, and personalization techniques
Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.
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