Junior Customer Communications Specialist

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