Knowledge Management Specialist

For the Knowledge Management Team at Mercedes-Benz Customer Assistance Center we are looking for new Knowledge Specialists to strengthen the team. Are you excited by writing clear and easy to use knowledge articles? Do you enjoy collaborating with internal stakeholders and are you not afraid to explore and speak your mind? Then this vacancy might be for you!

You're an enthusiastic and tech savvy person who likes to take ownership and connect with stakeholders. You're not afraid to look further within Mercedes-Benz and thrive in an environment where you are free to explore.

•  Excellent English written and verbal skills (knowledge base content is English); additional languages are a plus;
•  Experience in Knowledge Management and/or content writing/editing in a structured environment;
•  Experience maintaining and continuously improving a knowledge base/system (content quality, structure, usability);
•  Strong analytic and conceptual thinking; structured and accurate way of working;
•  Customer-centric mindset (content supports fast, correct answers and self-service);
•  Comfortable collaborating with stakeholders and working in a process-driven environment;
•  Apply project management principles and methods for efficient content delivery.

Create and maintain clear, accurate, and usable knowledge base content (English), so customers and agents can quickly find the right answers. Improve the quality and structure of knowledge over time by applying good KM practices, supporting contributors, and using available tools to work efficiently.

• Write, edit, and quality-check knowledge base content in English;
• Ensure articles communicate the core message clearly, with the right level of detail;
• Improve findability and usability through taxonomy and content structuring;
• Support modular content practices where it makes sense (so content is easier to reuse and maintain).
• Operate KM processes and reviews with key stakeholders (knowledge ambassadors, knowledge owners, agents, SMEs) from request intake to publication and follow-up;
• Communicate effectively across different stakeholder groups and seniority levels;
• Use available AI-enabled tools as an enabler to support quality and efficiency, while applying judgment and quality control;
• Comfortable testing improvements, new technologies in knowledge and content management and sharing learnings with the team (with focus on augmentation).

The Mercedes-Benz Customer Assistance Center has years of experience and a strong focus on customer focus. This gives Mercedes-Benz the know-how to manage and develop global customer contact centers worldwide. The Mercedes-Benz Customer Service Center is part of the Mercedes-Benz Global Customer Service & Parts Division and works closely with other departments and divisions to create the best customer experience.

• Multilingual;
• Multicultural;
• Dynamic environment.

Do you recognize yourself in this profile? Apply quickly by clicking the "Application" button below! Do you have any questions? Feel free to contact us!

Emiel Jansen

Randstad Customer Contact

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