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Job Description:
Role Overview
We are looking for a detail-oriented Customer Service Associate specializing in Content and Knowledge Base management. This role is responsible for creating, updating, and maintaining high-quality process documentation and knowledge base (KB) articles that enable customer service teams to deliver accurate, consistent, and efficient support. The ideal candidate should have a robust understanding of customer service workflows and excellent written communication skills.

Key Responsibilities
1. Knowledge Base & Content Management

Create, update, and maintain knowledge base (KB) articles, SOPs, FAQs, and process documentation.
Ensure all content is accurate, structured, easy to understand, and aligned with current business processes.
Regularly audit existing content to identify gaps, outdated information, or inconsistencies.
Standardize documentation formats, templates, and style guidelines across all KB materials.
Ensure content is optimized for quick reference by customer service agents.

2. Process Documentation





Translate complex business processes into clear, step-by-step documentation.
Collaborate with operations, product, and QA teams to gather and validate process information.
Document new workflows, policy changes, and product updates in a timely manner.
Maintain version control and track changes to ensure compliance and transparency.

3. Customer Service Workflow Understanding

Develop a strong understanding of customer service operations, tools, and workflows.
Align KB content with real-time agent requirements and customer interaction scenarios.
Support agents by providing accurate and up-to-date information for issue resolution.
Identify recurring customer queries and create relevant help content or FAQs.

4. Collaboration & Communication

Work closely with customer service teams to gather feedback on content usability and effectiveness.
Liaise with cross-functional teams (Product, Training, QA) to ensure content accura

Apply on Kit Job: kitjob.in/job/46q5yt

📌 Customer Service Associate – Content (Noida)
🏢 Important Group
📍 Noida