Knowledge Base Administrator

24 hours ago


Cape Town, South Africa 1-grid Full time

1-grid is searching for a Knowledge Base Administrator. The Knowledge Base (KB) Administrator works as part of a team in the Call Centre to assist in the on-going creation and day-to-day management of content. The purpose of the role is to be responsible for the look and the feel of the knowledge base and to consistently promote, create and generate traffic to the knowledge base and in turn lower contacts.

**Responsibilities**
- Retentions team to understand why customers are cancelling and build KB’s around these indicators
- Identify gaps, create content and write new KB’s
- Work together with marketing in creating rich KB content which is interesting for our clients (e.g. videos, etc)
- Have agents push KB usage
- Illustrate usage, trends, popular articles, new articles added, articles which we plan to focus on
- Focus on deep competitor analysis and report monthly
**Qualifications and Experience**
- Matric Certificate
- Minimum of 2 years’ experience in a technical and service related role
- Minimum of 2 years in a customer facing role
- Has prior experience developing reports on multiple platforms
- Self-motivation and self-managing
- Problem solving ability
- Effective time management
- Customer service driven
**Key Competencies**
- Customer focused and brand aware
- Discipline/respect for confidentiality
- High attention to detail
- Patient
- Compliant
- A patient and empathetic attitude

**Education**:

- High School (matric) (preferred)
**Experience**:

- technical customer service: 2 years (preferred)



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