Junior Customer Communications Specialist

Recruiter:

TrudyQ Consulting

Job Ref:

XN1

Date posted:

Saturday, February 19, 2022

Location:

CapeTown, South Africa

Salary:

Cost To Company Package

SUMMARY:
“As part of the customer communications team you will help with maintaining and managing customer communication touchpoints to ensure a frictionless customer experience - must have strong writing experience

JOB DESCRIPTION:

Requirements

Help Centre

Maintain and grow the Help Centre as a reliable and comprehensive source of information that customers value.
Analyse usage data to identify the need for new articles or refinements to existing articles based on usage data.
Maintain feedback channels with multiple stakeholders to ensure that the content remains current and relevant throughout the product lifecycle.
Evolve and maintain consistent formatting, writing style and standards suitable across multiple touchpoints.
Contribute ideas for self-help features and enhancements.
Optimise searchability to ensure that customers find the information they need, quickly
Use SEO practices to optimize articles and increase visibility on the website
Work with the marketing team to uphold the xneelo brand and tone style guide.

Transactional and Service Communication

Prepare content for ad hoc operational communications according to the needs of the product/ service teams.
Maintain and optimise any templates and transactional mailers used by the service team across channels: emails, chat and SMS.
Create and maintain a single content source for easy access by key stakeholders - content repository
Upload approved customer content onto our email template generator.
Send emails to customers using our mail sending software
Implement metrics and track success of key comms touchpoints
Coordinate between stakeholders to get sign-off.

Communication mapping

Audit, map out and optimise the current communication content aligned to the customer journey.
Maintain and manage the existing content, ensuring that it’s current and relevant across the web hosting industry

Touchpoints include, but are not limited to:

Help Centre
Operational communications: automated and manual multi-channel
Network notices

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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