Customer Communications Specialist

SUMMARY:
A successful company based in the Northern Suburbs is seeking to employ an excellent Customer Communications Specialist to join their team. You will optimize customer communications across all touchpoints to deliver a frictionless customer experience.

POSITION INFO:

You will be responsible for the following:

• Maintain and grow the company 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.
• Establish feedback channels with multiple stakeholders to ensure that the content remains current and relevant throughout the product lifecycle.
• Uphold consistent formatting, writing style and standards across multiple touchpoints.
• Optimise searchability to ensure that customers find the information they need, quickly.
• Contribute ideas for self-help features and enhancements.
• Use SEO practices to optimize articles and increase visibility on the company website.
• Work with the marketing team to uphold the company brand and tone style guide.

Operational

• 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.
• Upload approved customer content onto our email template generator.
• 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 its current and relevant across the web hosting industry.

Requirements:

• 3+ years relevant working experience within a similar role.
• Portfolio of example written work. 
• Excel: Intermediate experience. 
• Experience in the web hosting industry an advantage.
• Knowledge of HTML and WordPress an advantage.
• Previous communication management experience preferable.
• Exceptional writing and editing skills.
• Strong analytical skills.  
• Ability to convey technical concepts simply to a non-technical audience.
• Passionate about quality and high standards.
• Confident in communicating effectively with stakeholders at different levels.
• Comfortable working in a dynamic environment, with broad subject matter and technical concepts.
• Task orientated, with excellent time management/ organisational skills.
• Confident, self-motivated, and able to work independently and collaboratively. 
• Able to handle constructive stakeholder feedback and balance perspectives.

To apply please send your CV to heather@--------------Please upload your CV here-------->

Please note that only shortlisted candidates will be contacted. Should you not receive feedback within 48 hours, please accept your application as unsuccessful.

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