Knowledge Management Specialist is responsible for collecting, compiling, maintaining, and optimizing knowledge resources to support efficient and accurate customer service operations. This role ensures that customer service representatives have timely access to relevant information, processes, and tools to improve the quality of service delivery and resolution. This role involves working closely with all customer service, commercial, marketing, logistic, data, and technology teams to gain insights, refresh content, and implement knowledge sharing best practices across platforms.

Key Responsibilities

1. Collect & Verify Information to ensure it is valid before sharing with CS.
2. Manage Knowledge Base Update SOP (in collaboration with QA) and internal FAQ.
3. Share Information with Customer Service through briefing, feature updates, policies, and promotions.
4. Coordinate with internal service teams by synchronizing information with product, marketing, and operations.
5. Monitor & evaluate and ensure information remains effective and up-to-date.
6. Collaborate with other departments, such as Logistics, Commercial, Marketing, SBU, Data, and Technology, to support business objectives.

Required Qualifications

• At least 3 years experience in E-commerce Industries, familiar with Customer Service
• Minimum 1 year of working experience in e-commerce industries as a Team Leader is recommended.
• Minimum Bachelor Degree in any field.
• Willing to work in shifts, including holidays and weekends, according to customer service operational needs.
• Strong process orientation, logical, able to follow processes, and adapt to changes.
• Responsible, organized, and meticulous
• Solid analytical abilities, critical thinking and problem solving skills
• Positive attitude, driven, and motivated.
• Able to work in a team and independently.

Evermos is committed to providing an inclusive environment where equal opportunities are available to all applicants regardless of race, color, religion, gender, national origin, disability, age, genetic information, marital status, pregnancy, or related condition. We will not tolerate discrimination or harassment based on any of these characteristics.

We also emphasize the importance of diversity in all aspects of employment including recruitment, hiring, promotions, training, and organization operations.