Content Writers Contrat : CDI

Sitel Group devient officiellement Foundever™.

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.

ABOUT THE ROLE

Responsible for following the Knowledge Management strategy and creating content within guidelines and operational standards according to the project needs.

CHALLENGES
• Make sure all content creation is aligned with the brand's universe
• Understand the user’s needs an be able to put themselves in their shoes
• Ensure high quality and clear writing pieces
• Personalize each writing piece to make it unique

KEY DUTIES AND RESPONSIBILITIES

• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
• Develop different content types, such as articles, flows, procedures, guides, posts, blogs and white paper on a regular basis
• Communicate complex ideas in a concise manner, converting complex documentation to easy language for multiple audience
• Produce content campaigns to drive readers and subscribers
• Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
• Prepare well-organized drafts and implement/deploy it utilizing CMS/KMS
• Assure all-around consistency for textual styles, pictures, fonts and tones in content
• Research industry-related topics by combining web sources, interviews and studies
• Work together with different departments to create innovative content ideas

SKILLS

Soft Skills

• Ability to demonstrate patience, courtesy and politeness
• Ability to understand and explain, spreading knowledge
Communication Skills
• Strong verbal and written communication skills
• Ability to converse with users and utilize empathy
• Ability to read aloud accurately using proper grammar, good enunciation and smooth flow
• Communicates effectively in a positive manner
• Good use and accuracy of grammatical structures verbal or written
• Good range and use of vocabulary
• Proficient speaker with occasional errors
• Understands most idiomatic expressions and colloquialisms
• Good ability to use and read non-verbal factors
• Able to follow and control the course of the exchange satisfactorily
• Able to bridge the misunderstandings by using certain techniques (e.g. clarifying, paraphrasing, explaining)

Customer Service Skills

• Ability to empathize with the users
• Ability to build rapport
• Ability to identify and respond to users’ needs
Listenint Skills
• Effective Listening & Comprehension Skills
• Ability to actively listen to the users and pears
Problem Solving Skills
• Ability to recognize and resolve problems
• Ability to think critically in complex situations
• Ability to assimilate a variety of information and make logical/consistent decisions
Technical Skills
• Strong data entry skills
• Ability to multi-task and accurately process high volumes of work with high level of accuracy
• Working knowledge of Windows-based applications
• Ability to operate a computer and communication tools
• Ability to navigate online applications and dedicated knowledge environments

INTERACTIONS

Within Foundever Reporting Relationships Outside Foundever
• Other Writers & Content Creators
• Managers • Knowlege Manager
• Ops Manager
• Pears CWs and TWs • Conterparties from the partner client

EDUCATION & QUALIFICATIONS

Experience
• Two to three years of experience in Content Writing, Training/Curriculum Design and/or Knowledge Management
Education
• Bachelor’s Degree in Business, English Literature, Computer Science, Engineering or any related fields
Qualifications
• Strong communication, writing and verbal, abilities
• Strong content writing skills – language, grammar, accuracy and quality of content
• Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team
• Hands-on experience with KB tools would be preferred
• High degree of professionalism
• Exercises judgment within defined procedures and practices to determine appropriate action
• Proven ability to reach individual and team-wide goals
• Good customer service skills (preferred)
• Problem solving skills
• Ability to multi-task and work on multiple project requests
Languages
• English (must have)
Others
• Can work on graveyard shift
• Able to work overtime if needed
• Willing to work on split rest days
• Flexible work schedule including availability to work weekends and holidays
• Other duties as assigned to assist API in achieving its operational goals and objectives
• Second language a plus
Special Certifications
• Certifications · Technical Writing Certification is preferred
• Knowledge Content Support (KCS SM) Practices Certification is preferred