Shire Jobs

Job Title:

Korean & English - Sr. Advisor I, Blended Support

Job Description

Content/KB production: Products, updates, initiatives are rolled out on the platform on a daily basis. These updates impact the overall user experience and are key in delivering an ever-improving customer experience. Each time an update is rolled out, supporting content is created which aims to educate users & agent network with the objective of (a) ensuring the update is understood correctly thereby reducing the possibility of support contacts and (b) if in fact support contacts are created, our agent network is able to resolve them in an efficient and timely manner.

Support content includes:

• SOPs for customer service agents

• Saved Replies for customer service agents

• Blog Post

Essential Functions/Core Responsibilities

• Produce high-quality KB content, meeting deadlines and following content requirements in terms of style and project specifications.

• Revise content whenever customer or clients request changes, ensuring accuracy and consistency.

• Regularly communicate with stakeholders to confirm request details, report progress updates, and address any concerns.

• Help create style guides or suggest changes to ensure content is consistent and clear.

• Conduct research on any given topic to ensure content is accurate and up-to-date.

Candidate Profile

• Fluent in both English (B2+) and Korean Native with a deep understanding of Korea's tone and manner.

• Outstanding writing and editing skills in both Korean and English.

• Work experience as a content creator, customer service specialist, or similar role is preferred.

• Strong attention to detail and ability to multi-task projects and deliverables

• Able to handle requests independently with minimal supervision required.

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Ability to learn; including strong problem solving skills

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• May mentor Entry, Intermediate or Senior level agents

• Based on location and/or program, additional experience/skills may be required

• Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

English, Korean

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)