Technical Content Writer - Operations, MY Marketplace
Shopee
Kuala Lumpur
Permanent
Full-time
1 month ago
Job Description: Collaborate with Shopee functional teams to create and establish new article requests. Ensure 100% article establishment in dual languages across all reason codes. Implement SOP flows and macros for articles. Maintain and amend existing articles to align with internal business and process changes. Continuously update and improve Help Center articles to enhance user support. Conduct monthly/quarterly reviews to assess the relevance of active articles in the knowledge base. Analyze user traffic patterns and gather feedback for continuous improvement. Analyze deflection rates recorded in the Help Center and identify opportunities for enhancement. Ensure the Help Center interface and algorithm setup align with operational needs. Implement end-to-end journey establishment to improve the overall user experience. Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze the performance of agents before and after the implementation of SOPA (Standard Operating Procedure Assistance). Requirements: Bachelor's degree or equivalent is required 2-4 years of experience as a copywriter or content writer Excellent communication skills, written and verbal in both Bahasa Melayu and English Highly preferable to having social media handle portfolio Strong attention to detail and accuracy Flexible approach and willingness to adapt ideas to the needs of the briefs Team player with strong interpersonal skills Able to work under pressure and deliver within tight timelines when required
