Home CX Knowledge Base Mgmt

To ensure all information, procedures, and knowledge materials for Sales and Teleservice teams are well-documented, easily accessible, regularly updated, and able to improve service quality as well as communication consistency with customers. This role supports improved

Better customer experience and operational efficiency.

Resposibility:

• Create and develop SOPs, FAQs, sales scripts, teleservice scripts, and communication guidelines.
• Build and organize knowledge databases (product information, promotions, installation processes, billing, basic troubleshooting).
• Collaborate with Sales, Teleservice, and Product teams to update the latest information.
• Conduct periodic reviews and updates of all knowledge documents.
• Manage knowledge repositories
• Maintain consistency in format, structure, and language across all documentation.
• Collect feedback from agents regarding information gaps or difficulties.
• Analyse knowledge gaps that may cause communication errors.
• Propose improvements to scripts and SOPs based on field data and performance trends