Voyage Prive - Knowledge Base Coordinator

05 Jan 2017
19 Jan 2017
Contract Type
The Role Sitel Exeter are currently recruiting for a Knowledgebase Manager for our Voyage Prive Campaign who will be able to provide support to and experience of setting up, maintaining and improving Knowledgebase sections online (ie.Q&A sections) to make sure Voyage Prive's members have the right information, pre post and during their holiday experience. This is a new role to Voyage Prive and is integral to our ongoing strategy in growing the UK's largest Premium Members only Luxury Travel Agency. Primary Responsibilities Creating and maintaining the Voyage Prive FAQ section onlineMonitor customer feedback to ensure common questions are being answered online or via our FAQ'sLiaise with the client and monitor NPS feedback that could be avoided by changes in process or information on the websiteDevelop process improvements and procedures to drive first call resolution that can be easily implemented on the websiteCreate robust processes that will improve our members experience based on feedbackSet up, monitor and improve customer feedback avenues and functionality to ensure best practiceWork with operations/customer experience & Quality Manager to identify areas for improvementCo-ordinate activities to ensure consistency, cohesiveness and sharing of best practiceSupport clear communication and clarity around customer experienceIdentify and develop opportunities to improve the customer's satisfaction and add value through interpretation of customer feedback/monitoring data and reportingDevelop reporting structures and reports from data to present to the client About You Ability to provide fantastic customer service through a digital mediumExperience of designing and improving customer journeysWeb based Q & A backgroundKnowledgebase (Customer Q&A) maintenance experiencePublic web content design experienceAnalytical SkillsPrevious Travel experience would be beneficialAdvance knowledge of Excel and reportingChange Management Experience Key experience/skills required: Ability to influence and persuade other people without direct authorityAttention to detail & the ability to identify trends in service level performancePC Literate with MS Excel experienceAbility to multi-task in a high pressure environmentExperience of tracking & reporting service performanceHigh level analytical skillsSelf-motivated and flexible due to varying workloadsAccurate data input skillsExcellent time management skills, including working to conflicting deadlinesExcellent written and verbal communication skillsConfident working autonomously as well as part of a team