Technical Content Writer

2 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
- SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
- Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
- User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
- Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
- Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs.
- End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience.
- Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).

**Requirements**:

- Fluency in Mandarin. Strong verbal and written communication skills in Mandarin.
- Bachelor’s degree or equivalent.
- 2-4 years of experience as a copywriter or content writer.
- Excellent communication skills in Bahasa Melayu and English, both written and verbal.
- Experience with a social media handle portfolio is highly desirable.
- Strong attention to detail and accuracy in content creation and management.
- Flexible approach with a willingness to adapt ideas to fit brief requirements.
- Strong interpersonal skills and the ability to work effectively in a team.
- Capable of working under pressure and delivering within tight timelines when necessary.

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