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- Tasks: Manage and enhance Knowledge Base content for European markets while coaching team members.
- Company: Percepta delivers top-notch global customer service with a focus on teamwork and diversity.
- Benefits: Enjoy generous leave, insurance, pension, and hybrid working options.
- Why this job: Join a vibrant culture dedicated to customer satisfaction and continuous improvement.
- Qualifications: Bachelor’s degree or equivalent with call centre experience; strong communication and coaching skills required.
- Other info: Opportunity for personal development and involvement in impactful projects.
The predicted salary is between 28800 - 43200 £ per year.
Location – Daventry, Northamptonshire
Hours – Monday to Friday 8.30am to 5.00pm. Hybrid Working - Minimum 3 days but up to 5 days in the office.
At Percepta, we bring first-class service across each market we support. As Global Knowledgebase Content Specialist based in Daventry, Northamptonshire, you’ll be part of creating and delivering excellent customer experiences while enjoying a unique culture.
What You’ll Be Doing:
- The Global Knowledge Base Content Specialist III manages Knowledge Base content for European markets.
- You will coach and mentor intradepartmental personnel in content development and maintenance, supporting the client’s social knowledge strategy.
Responsibilities include:
- Driving customer satisfaction improvements.
- Providing timely, concise responses to customer escalations.
- Analyzing metrics and developing improvement plans.
- Creating action plans for underperformance related to Knowledge Base strategy.
During a Typical Day, You’ll:
- Leadership, Communication, Strategic and Business Management: Partner with Knowledge Base Content Specialists to guide and support initiatives. Foster communication among team members for problem solving and best practices. Identify process issues, perform root cause analysis, and develop solutions. Communicate proactively with client partners to resolve customer concerns based on GAP analysis. Promote continuous improvement and communicate changes efficiently.
- Department Coordination: Manage Knowledge Base utilization and content validation reporting. Develop strategies to meet content objectives. Implement and coordinate training sessions for content creation processes. Identify training needs and collaborate with stakeholders to implement initiatives.
- Personnel Development and Staff Management: Set and monitor performance standards. Engage in self-development to improve content development efficiency. Participate in projects and feedback sessions as requested.
What You Bring to the Role:
- Bachelor’s or equivalent qualification with extensive call center experience.
- Mid-level call center or training experience, with preference for advanced experience.
- Knowledge of process improvement methodologies like Six Sigma is a plus.
- Strong coaching, digital literacy, and communication skills.
- Proficiency in MS Office and familiarity with Learning Management Systems.
- Ability to analyze data, solve problems, and work effectively in teams.
- Travel willingness and professionalism are required.
What You Can Expect:
- Generous leave, insurance, pension, and other benefits.
About Percepta: Established in 2000, Percepta delivers customer service globally, emphasizing our core values of service, teamwork, respect, proactivity, growth, diversity, and competitive compensation. We focus on creating customer loyalty through multi-channel, multilingual support.
Global Knowledge Base Content Specialist III employer: Percepta LLC
Contact Detail:
Percepta LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Knowledge Base Content Specialist III
✨Tip Number 1
Familiarise yourself with the latest trends in knowledge management and customer service. Understanding how to leverage technology and data analytics can set you apart, especially since this role involves analysing metrics and developing improvement plans.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews and discussions.
✨Tip Number 3
Brush up on your coaching and mentoring skills. Since the role involves guiding team members in content development, demonstrating your ability to lead and support others will be crucial during the interview process.
✨Tip Number 4
Prepare examples of how you've successfully implemented process improvements in previous roles. Highlighting your experience with methodologies like Six Sigma can showcase your capability to drive customer satisfaction improvements effectively.
We think you need these skills to ace Global Knowledge Base Content Specialist III
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in content management and customer service. Emphasise any previous roles where you coached or mentored others, as this is a key responsibility for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences and detail how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've driven improvements in past roles.
Showcase Relevant Skills: Highlight your proficiency in MS Office and any experience with Learning Management Systems. If you have knowledge of process improvement methodologies like Six Sigma, be sure to include that as well.
Prepare for Potential Questions: Think about how you would approach common challenges in knowledge base management and customer satisfaction. Be ready to discuss your problem-solving strategies and how you would foster communication within a team.
How to prepare for a job interview at Percepta LLC
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Global Knowledge Base Content Specialist III. Be prepared to discuss how your previous experience aligns with the role, especially in areas like content management and customer satisfaction.
✨Showcase Your Coaching Skills
Since the role involves coaching and mentoring, think of specific examples where you've successfully guided others. Be ready to explain your approach to training and how you foster communication among team members.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss instances where you've identified process issues and implemented solutions. Highlight your analytical skills and any experience with methodologies like Six Sigma, as this will show your capability in driving improvements.
✨Engage with Metrics
Familiarise yourself with key performance indicators relevant to knowledge base management. Be ready to talk about how you've used data to inform decisions and improve content strategies in your previous roles.
