Consumer Care Knowledge Base Consultant

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Power Digital Marketing

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Search Engine Optimization (SEO) • Pay Per Click (PPC) • Branding and Creative Services • Social Media • Web Design and Development

501 - 1000 employees

🤝 B2B

👥 B2C

Description

• We are seeking a highly skilled and experienced Consumer Care Knowledge Base Consultant to audit, clean, update, and restructure our current knowledge base for one of the biggest CPG companies in the world. • The consultant will be responsible for transforming our outdated system into a modern, efficient, and user-friendly platform. • This project requires establishing a proper hierarchical structure of information to ensure easy searching, indexing, and potential future consumer-facing self-serve capabilities. • Key Responsibilities: • Audit Current Knowledge Base: Conduct a comprehensive review of the existing knowledge base to identify outdated, redundant, and irrelevant information • Stakeholder Engagement: Collaborate with consumer care agents, department heads, and other stakeholders to gather inputs and understand their needs and pain points • Content Development and Management: Evaluate existing content for accuracy, relevance, and usability. Update or remove outdated content to ensure all information is current. Rewrite information into searchable knowledge articles that can work with AI overlays like Agent Assist or future public bot interactions • Knowledge Base Restructuring: Redesign the content into a hierarchical structure within the Emplifi Knowledge system, supporting easy searching, chat indexing, and future self-service capabilities • Implementation of Emplifi Knowledge: Work within the constraints and capabilities of the Emplifi Knowledge platform to ensure optimal information architecture • Training and Documentation: Develop training materials and conduct training sessions for consumer care agents to ensure the seamless and independent adoption of the new knowledge base system • Metrics and Continuous Improvement: Implement metrics to assess the effectiveness of the knowledge base and provide recommendations for continuous improvement • Knowledge Retention: Develop strategies to capture and preserve institutional knowledge to mitigate the impact of staff turnover and facilitate continuous learning • Final Handover: Ensure a smooth handover to the in-house team with comprehensive documentation and training materials for ongoing maintenance and updates

Requirements

• Proven experience in knowledge management, specifically in auditing and restructuring customer service teams’ knowledge bases or similar projects • Strong understanding of modern knowledge base design, knowledge management principles, and agent assist features • Excellent analytical, problem-solving, process-oriented and project management skills • Ability to engage effectively with stakeholders and understand their needs • Exceptional communication and organizational skills • Excellent ability to synthesize various pieces of information into user-friendly, well-written, easily searchable knowledge articles • Proficiency in knowledge base management tools and technologies • Experience in training and supporting users in adopting new systems • Familiarity with artificial intelligence and machine learning tools used in consumer care settings is a plus • Experience with Emplifi Agent and Emplifi Knowledge or similar CRM and knowledge management platforms is highly desirable