Customer Service Knowledge Content Specialist

at  EasyJet

We’re looking for a Customer Service Executive to join our Customer Service team. As our Knowledge Content specialist, you’ll help ensure our knowledge base and help centres are clear, accurate, and easy to use. Reporting to the Customer Service Manager, you’ll play a key role in making sure our in-house and outsourced customer service teams have all the information they need to provide the best customer experience possible.
In this role you’ll create and maintain FAQs, how-to guides, policy documents, and standard operating procedures, ensuring the content is engaging and easy to follow. You’ll also be responsible for updating our knowledge base on Salesforce and SharePoint, keeping everything up-to-date and aligned with the latest company processes.
Working closely with teams across the business, including product experts, quality, and training, you’ll gather and verify information to improve our customer service processes. You’ll also respond to feedback from our outsourced partners and make adjustments to the content as needed.

WHAT YOU’LL BRING TO THE TEAM:

We’re looking for someone with solid experience in writing, editing, and maintaining knowledge content like FAQs, how-to guides, and Standard Operating Procedures. Experience with using knowledge bases and help centres is essential, and familiarity with Salesforce, particularly its knowledge base, would be a big plus.
In addition to your experience, you’ll need to have excellent stakeholder management skills, be highly organised, and able to juggle multiple projects at once. We need someone with strong analytical skills, commercial awareness, and the ability to quickly learn new systems.

Please refer the Job description for details