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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