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Process & Knowledge Specialist

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱800,000 - ₱1,200,000 per year
Job Summary:

We are looking for a structured and proactive Process & Knowledge Specialist to support the continuous improvement and clarity of customer service processes. In this role, you will be the key link between business-driven process changes (e.g. surcharges, emergency channel changes) and the operational teams. You will be responsible for documenting changes clearly on our internal knowledge platform, coordinating with trainers to support effective rollout, and ensuring our intranet remains up-to-date, easy to navigate, and optimized to reduce agent errors.

Key Responsibilities:
  • Translate business requests and process changes into clear, concise documentation for the customer service knowledge base (intranet).
  • Ensure updates (e.g. pricing changes, emergency procedures, new sales channels) are published accurately and promptly.
  • Collaborate with training teams to inform them of upcoming changes so they can organize blog posts, "train-the-trainer" sessions, or agent trainings as needed.
  • Maintain and continuously improve the internal knowledge platform structure, ensuring content is easy to find, understand, and apply.
  • Monitor agent feedback and performance trends to identify knowledge gaps or unclear process documentation.
  • Suggest and implement improvements to documentation style, knowledge-sharing formats, and intranet usability to enhance agent understanding and reduce mistakes.
  • Act as the central point of contact for knowledge-related needs in the CS organization.
  • Support change management by ensuring agents receive the right information at the right time in the most effective format.
Qualifications:
  • Experience in customer service operations, process documentation, training coordination, or knowledge management.
  • Strong written communication skills, with the ability to simplify complex information for frontline agents.
  • Experience with intranet or knowledge base systems (e.g. Confluence, Zendesk Guide, Guru, Notion) is a plus.
  • Detail-oriented, organized, and able to manage multiple updates simultaneously.
  • Proactive mindset with a passion for continuous improvement and user-friendly knowledge sharing.
  • Ability to work cross-functionally with trainers, operations teams, and business stakeholders.